Junior Project Manager

• Managing changes for a client with an exceptionally complex support structure.• Working closely with the client to ensure the success and smooth running of the weekly Change Advisory Board agenda. Including managing late submissions, escalations, retrospective changes, and client’s suppliers.• Working with the Service Delivery and Quality Team to produce an improved change process flow to ensure customer satisfaction and traceability in line with ITIL best practice.• Managing client relationships ensuring the appropriate level of information is cascaded to all the different stake holders.• Maintaining great relationships both internally and externally which ensures I can complete the life cycle of each change within the agreed timeframe and on budget.• Managing my time by prioritising changes depending on client impact.• Assisting the Service Delivery Managers with customer escalations, complex chargeable changes, allocating resources and managing the customer's expectations.• Acting as a single point of contact to the customer for all change related activities as well as ad hoc activities to provide additional service to the customer for the Service Delivery managers.• Contributing to the monthly service reports distributed to the customer.• Managing quotations through SAGE.• Tracking all changes through IT Service management tool.

• Act as a first escalation point for service desk.• Answering helpdesk queries via telephone or email. • Supporting a wide range of hardware and software e.g., manual installations and configurations of network Printers and Scanners; Workstations, Tablets and Tills. • Handheld support including repairs for software and hardware.• Creating and managing user accounts and security groups within Active Directory. • Creating and managing mailboxes and public folders within Microsoft Exchange 2007, 2010 and providing support for Office 365.• Troubleshooting local and wireless network issues including VPN connections and login problems.• Support remote desktop application connections including server support. • Managing suppliers to ensure they meet our client SLAs.• Migrating PCs/Laptops from one Operating System to another remotely and on site while providing support for troubleshooting any issues following the upgrade and migration.

• Welcoming visitors by greeting them in person or over the telephone. • Booking meetings for colleagues and clients. • Keeping reception, communal area and kitchen clean and tidy. • Sorting and distributing post. • Arranging lunches for colleagues and clients.