As part of my role as a Senior Support Analyst I was part of a small team supporting 900 stores and over 1000 users. This was spread across 6 countries.I support a range of applications including Active Directory, AS400, Cisco & Open VPN, Cognos Controller & Analyst, Exchequer, Microsoft Office, Mitel Call Manager, MS Exchange, ORPAS, Request Tracker, Shogun, and Tornado. Support was provided via email, remotely and face to face. This included:• Providing technical retail and corporate support via multiple areas.• Maintaining a high degree of service for all support queries and adheres to all service management principles.• Assisting new members of staff in on the job training and creating knowledge bases.• Working very closely with 3rd parties in the office and out in the field.• A flexible approach to the provision of support services to a dynamic and growing business.

As a Service Support Analyst my duties include providing first line support to 9,000 users globally (1,000 UK), this is spread across 30 countries and 3 continents. I assist them in hardware & software issues via phone, email, remotely and face to face.I support a number of software applications such as MS Office, Adobe Reader & Standard, MS Project & Visio, Lotus Notes, SAP Implementation, Trackwise, WebEx & Cisco VPN Client. • Supporting all IT equipment such as laptops, desktops, desk phones, printers, mobiles & Blackberry devices.• Maintaining a high degree of customer service for all support queries and adhering to all company processes and principles.• Taking ownership of user’s problems and to be proactive when dealing with these issues.• Maintaining a log of all software & hardware problems arisen using Numara Footprints. Logging an average of 330 calls a month & closing an average of 140 calls.• Respond to all queries from colleagues in the relevant timeframe.

Responsible for contributing to the service of the ‘Best Contact Centre In The UK’ This involves:• Management of Inbound calls from customers & colleagues, handling 60 calls per day.• Managing customer queries such as billing & fault diagnosis.• Building relationships with customers and 3rd Parties.• Making outbound calls in order to resolve customer queries.• Working as part of a team to achieve objectives and targets such as answering 85% of calls within 15 seconds.• Working to “Right First Time” targets to ensure less repeat calls.

Responsible for contributing to the management and development of high quality ladies, children’s and babies fashion store, primely situated in the Arndale Centre. This involves:• Sales and customer service• Planning and organising visual merchandising and point of sale promotions• Coaching and providing on the job support to new colleagues• Stock management• Financial administration: cash, card, cheque and bank transactions.