Imogen Dooley Email & Phone Number

London Area, United Kingdom

London, United Kingdom

• Provide IT support for over 3000 employees.• Supporting remote working systems Citrix and VPN throughout lockdown.• Working with my team to spot trends in incidents and escalating in line with appropriate problem management processes.• Contacting relevant departments to amend discovery documents to reflect feedback from users.• Meeting daily objectives and ensuring all tickets in my management are up to date.•… Show more • Provide IT support for over 3000 employees.• Supporting remote working systems Citrix and VPN throughout lockdown.• Working with my team to spot trends in incidents and escalating in line with appropriate problem management processes.• Contacting relevant departments to amend discovery documents to reflect feedback from users.• Meeting daily objectives and ensuring all tickets in my management are up to date.• Regularly resolving incidents without escalation and ensuring I educate users on best practices whenever possible.• Supporting casework systems Phoenix and Clipper and ensuring that I stay up to date with the last updates and known problems.• Retrieving and editing sensitive call recordings, making sure all authorization checks have been completed.• Burning and extracting CD’s ensuring compliance is followed throughout the process.• Updating knowledge base articles and SOP’s with workarounds I have identified. Show less

· Provided end-user IT Helpdesk support for 800 IT users and 1400 mobile connections:· Supported Enterprise systems: SAP ECC 6.0, Timegate (T&A), and PASS (employee screening).· Utilised Remote Control and Windows Administration tools as appropriate.· Identified areas for problem prevention and first call resolution.· Provided suggestions for development, and identified opportunities for optimising system usability.· Managed IT Assets and all internal IT Stock Ordering and… Show more · Provided end-user IT Helpdesk support for 800 IT users and 1400 mobile connections:· Supported Enterprise systems: SAP ECC 6.0, Timegate (T&A), and PASS (employee screening).· Utilised Remote Control and Windows Administration tools as appropriate.· Identified areas for problem prevention and first call resolution.· Provided suggestions for development, and identified opportunities for optimising system usability.· Managed IT Assets and all internal IT Stock Ordering and Replenishment.· Shared knowledge with my team to ensure we met performance standards.· Maintained effective working relationships with 3rd party suppliers and vendors on a daily basis:· Ensured our internal customers received the best possible experience.· Supported Mobile Phone contract and major device deployment projects.· Escalated high impact issues in a timely manner and managed through to resolution.· Worked as part of a project team to define process and policy improvements.· Project work including:· Oversaw multiple large scale deployments of IT equipment to new sites – ensuring all processes were followed whilst maintaining a friendly and supportive end to end service,.· Managed the company wide weekly IT security training through Usecure cloud training platform – ensuring non-compliance is escalated to senior management.· Provided continuous availability of services across all sites through proactive operational support and assisting in business continuity planning. Show less

Basildon

· Managed system user accounts for departmental and third-party systems in accordance with agreed support procedures.· Actioned service desk calls and support request emails from system users throughout the IT collaborative. Including all the stakeholder organisations.· Logged and reported calls to third party systems support in accordance with defined service level agreements and IT service desk escalation policies.· Analysed, prioritised and assigned calls for the Tier 2 support… Show more · Managed system user accounts for departmental and third-party systems in accordance with agreed support procedures.· Actioned service desk calls and support request emails from system users throughout the IT collaborative. Including all the stakeholder organisations.· Logged and reported calls to third party systems support in accordance with defined service level agreements and IT service desk escalation policies.· Analysed, prioritised and assigned calls for the Tier 2 support team in accordance with defined IT service desk procedures and policies. Ensuring that all calls were followed up within the agreed time period to create a better customer service experience.· Diagnosed and resolved system or user problems where possible and within the guidelines of Tier 1 Support Analysts.· Ensured that an efficient, friendly and effective support service is provided, including software, systems installation, and user support.· Maintained all I.T equipment so that it conforms to the required safety standards. Show less

Southend On Sea, United Kingdom

· Assisted with the daily post separation into the relevant departments.· Distributed and prioritized work amongst my fellow colleagues.· Assisted my manager in her daily duties, for example, answered important correspondences, inputted the daily morning and afternoon stats, held the daily team huddles and liaised with different claims companies and customers for relevant information.· Being a major point of contact for any queries involving my department.· Reviewed the… Show more · Assisted with the daily post separation into the relevant departments.· Distributed and prioritized work amongst my fellow colleagues.· Assisted my manager in her daily duties, for example, answered important correspondences, inputted the daily morning and afternoon stats, held the daily team huddles and liaised with different claims companies and customers for relevant information.· Being a major point of contact for any queries involving my department.· Reviewed the processes in my department on a monthly basis.· Involved in the creation of two new processes.· Issued letters to either customers or claims companies, when the information needed to complete the SAR request was missing or invalid.· Due to my quick learning capabilities, I was requested to learn another department's process involving the validation of documents, regarding changes to credit/debit cards.· Updated all my teams contact details, skill matrix and provided necessary training. Show less