• Working within a 1st/2nd line support service desk• Supporting multiple customers in various industries (Public sector, Financial, Construction)• Providing end user support to UK based and international clients • Extensive work with Active Directory and Microsoft Exchange• Working to SLA's and deadlines • Working on site with clients providing face to face support • Striving to achieve a resolution at first point of contact to cut down on escalations• Good knowledge of Microsoft operating systems and applications • Providing support for mobile devices• Working towards ITL foundation level certification

• Working within Barclaycards Global Payment Acceptance for Merchant Services department.• First point of contact for customers seeking technical advice with their PDQ machines. Assisting with day to day queries, new machine installations and problems.• Explaining technical issues and solutions to non-technical users.• Troubleshooting and problem solving for a variety of services.• Handling a range of bespoke internal IT systems and logging every call.• Consistently met targets with first call resolutions.• Working within a team to ensure SLA targets were not breached.• Effectively handling customer complaints to ensure the customer left the call satisfied and their issue resolved. • Personally selected to work within the escalation department for customer complaints that couldn’t be resolved by the initial operator.• Working with various internal departments and 3rd party companies where necessary and maintaining good business relationships.• Organised for engineers to visit or new machines to be delivered if the problem could not be resolved over the phone.

• Meeting and greeting customers• Providing all racers with a verbal safety briefing• Staff briefings and the start and end of each shift• Allocating jobs to a team of staff and managing a team of staff of up to 10• Ensuring the safety of the public• Giving first aid when necessary • Completing health and safety checks

• Server and Active Directory administration• Printer maintenance• Mobile phone support• Laptop and desktop rebuilds• Windows 7 migration• Database administration• Network maintenance (replacing switches, routers, hubs)• iPad support• Remote access support• Software and hardware installs and upgrades