Imran Arshad Email & Phone Number

Dudley, England, United Kingdom

ICT User Support Manager at Dudley Council - Managing a team of 7 2nd line Analysts.

Coventry, England, United Kingdom

Leamington Spa, England, United Kingdom

Senior IT Engineer for the Covid-19 Test and Trace Mega Lab (FTC 18 Months)

Walsall, United Kingdom

2nd Line Analyst - WHG- Provide Desktop/Remote/Alternate Site Support- Build Laptops/Mobiles/IPad Devices- Phone Support- Thin client Support- Windows 10 Support- Troubleshoot bespoke applications- Microsoft Applications Support- Citrix Support- Create knowledge base articles- Work on shift patterns- Active Directory Support (create/edit groups/accounts)- Project work (work within team on improvement ideas)- Systems monitoring / checks

West Bromwich

West Bromwich, West Midlands.

- Providing 2nd and 3rd line support for Managed Service customers.- Leading a team of 6 analysts (including home-workers) to meet tight customer SLA requirements.- Manage disaster recovery situations - Site visits for pilot projects, to check support readiness and ensure documentation is done for team to follow- First point of contact for pilots of large hardware refresh across major customer- Manage payment solution changes (Contactless) coming into Support- Regular… Show more - Providing 2nd and 3rd line support for Managed Service customers.- Leading a team of 6 analysts (including home-workers) to meet tight customer SLA requirements.- Manage disaster recovery situations - Site visits for pilot projects, to check support readiness and ensure documentation is done for team to follow- First point of contact for pilots of large hardware refresh across major customer- Manage payment solution changes (Contactless) coming into Support- Regular visits to First line team for Training desk and extending knowledge - Creating and updating knowledgebase for teams to follow- Participating in a ‘24x7’ escalation rota, to provide additional support to team members- Working with business directors and service managers on high profile escalations and major incidents- Assisting with the identification and implementation of service improvements- Identifying and working on new problems- Work pro-actively to reduce incidents coming into the desk with monitoring processes put in place- Indentify potential new services for presentation to the customer through service management.- Attend meetings with the project team and the customer to ensure smooth support transition.- Train team to ensure projects coming into Support can be fully supported from the start smoothly- Identify training requirements and produce documentation for improvement of skills- Provide feedback on team members to line management.- Undertake software build activities Show less