Johnathon Mcgrath Email & Phone Number

Lackenby, England, United Kingdom

Day-To-Day Responsibilities: Responsible for handling service requests tickets Providing excellent levels of customer service Effective prioritisation and workload management Contacting clients to find out the nature of the problem. Driving to the client’s location or connecting via a remote link (within Scunthorpe site). Troubleshooting hardware and software issues. Installing and maintaining hardware and computer peripherals. Installing and upgrading operating systems and computer software. Troubleshooting networking and connection issues. Interacting with the wider Group IT staff and other teams to assist in troubleshooting, root cause analysis and provide technical support to the group Provide administrative support for MS SharePoint Provide administrative support for Microsoft Teams Phone System Provide onsite support for MS Team “MTR” devices

Middlesbrough, England, United Kingdom

Provide 1st and 2nd Line Support for Office 365, VPNs, Wi-Fi/Network, SAP, hardware, peripherals, and user account queries.Maintain high levels of customer service and professionalism, ensuring accurate documentation for issue escalation.Utilize tools such as Active Directory, ServiceNow, Microsoft Azure, Saviynt, Amazon Connect, Power BI, and BeyondTrust for troubleshooting and support.Problem-solving: Analyzing and resolving technical issues efficiently.Time Management: Efficiently prioritize and manage multiple tasks to meet SLA (Service Level Agreement) requirements.Attention to Detail: Thoroughness in documenting and resolving issues to ensure accuracy and quality of service.Continuous Learning: Desire to stay updated with the latest technology trends and undergo training to enhance skills and knowledge.Communication: Clear and concise communication with users and team members.Become a lead agent and on boarded 2 new employees, taking ownership of these new employees and trained them with all the knowledge they needed to perform the role effectively.

Stockton-On-Tees, England, United Kingdom

Served as the first point of contact for approximately 20-25 contracts worldwide, handling inbound calls and tickets within SLA.Provided 1st Line Support with excellent customer service, utilizing Active Directory, Citrix, Microsoft Office, ServiceNow, and in-house databases.Completed time-sensitive reports to monitor ticket and call quality and update relevant teams on ongoing issues.Escalated high-priority tickets within SLA and supported colleagues with ticket management.

Level 3 Extended Diploma Mechanical Engineering

Gcse Maths, English, Science, Engineering, Construction And It