Working as part of a Medium sized service desk across a complicated infrastructure

Working as part of a large IT service desk, it was our role to support 15,000 users across a diverse & complicated infrastructure. Due to the nature of the company, strong communication skills were essential as this helped identify incident trends and increase my first time resolution rate. I’ve developed a strong understanding of ITIL as I was required to manage my own incident queues, assign correct priority levels to incidents and escalate incidents when appropriate. • Supporting a variety of Remote Access applications, such as Global Protect, RSA or Signify. • Assisting software deployment via SCCM and identifying potential conflicts.• Configuring users Outlook 2003/2010/2013. (also shared mailboxes and pst files)• Increasing mail box folder sizes via Microsoft Exchange • PST Archiving & Enterprise Vault configuration• Mapping network drives and identifying potential DNS or DCHP issues.• Installing numerous makes/models of Networked and USB printers/Scanners.• Completing profile rebuilds on windows XP and Windows 7 machines when required• Active Directory knowledge, including but not limited to password resets and folder permissions• Adding users to McAfee End Point Encryption or assisting with Bit Locker recoveries• Repairing Microsoft Office applications and application plugins• Troubleshooting issues with Internet Explorer, Firefox or Chrome• Supporting issues with Citrix Desktop or legacy applications • Registering users mobile or tablet devices on Mobile Iron or BEM. • Assisting users when logging onto CISCO IP phones.• Liaise with various other internal or third party vendors

• Managing back office spreadsheets and general data entry with accuracy and precision• E-mailing other departments and partners, with the need to relay information • Answering general calls regarding change of addresses or Lost and Stolen cards• Receiving escalted calls from members of staff from irate users• Investigating missing points queries• Ensuring all information on an account is up to date and accurate• Processing card payments for EasyJet and Eurostar bookings• Responding to e-mails or letters directly from customers and sponsors• Receiving escalated calls from members of staff• Replying to customers via social media networks• Sending and receiving documents via the fax machine

• Writing final mortgage statements once the customer hasn’t finished paying off the majority of their statement• Balancing down customers’ accounts• General filing, faxing and photocopying