Primarily, the role of helpdesk manager is to design and document processes to increase efficiency of the helpdesk and support the engineers working to support our customers while also arranging shifts, signing timesheets and developing staff. This also includes bolstering the helpdesk when required as a senior engineer.Retaining a sales engineering role, now for larger projects such as customer onboarding and core infrastructure deployments and designing service packages/pricing… Show more Primarily, the role of helpdesk manager is to design and document processes to increase efficiency of the helpdesk and support the engineers working to support our customers while also arranging shifts, signing timesheets and developing staff. This also includes bolstering the helpdesk when required as a senior engineer.Retaining a sales engineering role, now for larger projects such as customer onboarding and core infrastructure deployments and designing service packages/pricing strategies with management.With active roles in both side of the business, project management has also naturally become part of my responsibilities, and incorporating all facets of the business in to process designs.Products and technologies used during role:(Previous technologies +) ConnectWise Sell/Quosal, Keeper Password Manager, ESET Protect Cloud, Microsoft 365 New Commerce Experience (licencing), Exclaimer Cloud, IT Glue Show less

As a senior helpdesk engineer, my primary responsibilities transitioned to processing more complex support tickets across a variety of technologies as well as implementing IT infrastructure, both physical and cloud based. Bolstering the first line helpdesk in busier periods was also required, and working with them (and new apprentices) to hone their IT skills to fulfill their roles.With a particular interest and knowledge in hardware, I found myself also fulfilling a sales engineer type… Show more As a senior helpdesk engineer, my primary responsibilities transitioned to processing more complex support tickets across a variety of technologies as well as implementing IT infrastructure, both physical and cloud based. Bolstering the first line helpdesk in busier periods was also required, and working with them (and new apprentices) to hone their IT skills to fulfill their roles.With a particular interest and knowledge in hardware, I found myself also fulfilling a sales engineer type role within the business which involved designing, quoting and sourcing solutions for smaller projects. This required training with Sage 50 Accounts and familiarity with our suppliers, as well as management of products, pricing and handover.During COVID, I was part of a small team that supported the business throughout so that we could remain open to aid our customers.Products and technologies used during role:(Previous technologies +) Sage 50 Accounts, ConnectWise Manage, Microsoft 365 (SharePoint, OneDrive, Teams), PowerShell, Datto Cloud Backups Show less

Starting as an L3 apprentice with no prior professional IT experience, it was my responsibility as part of the junior/first line helpdesk team to receive incoming phone calls and emails, generate support tickets, process and complete simpler support tickets, escalate more complex tickets and learn through experience and study to broaden IT knowledge across many technologies to effectively serve our customers.Products and technologies used during role:Datto RMM, Commit CRM, ESET… Show more Starting as an L3 apprentice with no prior professional IT experience, it was my responsibility as part of the junior/first line helpdesk team to receive incoming phone calls and emails, generate support tickets, process and complete simpler support tickets, escalate more complex tickets and learn through experience and study to broaden IT knowledge across many technologies to effectively serve our customers.Products and technologies used during role:Datto RMM, Commit CRM, ESET Security, Acronis Cloud Backup, Exchange (on-prem) 2013/2016, Hosted Exchange 2013/2016, Microsoft 365 (Exchange Online), Microsoft Office 2007-2019/Office 365, Microsoft Volume Licencing, Windows Server 2012-2019, Windows Virtualisation/Hyper-V, Windows Server RDS, Draytek routers & APs, Watchguard firewalls, WHM web hosting, POP3/IMAP email hosting Show less