As well as continuing to to provide first and second line support to users in Work Based Learning Training Providers, this role involves the added challenge of leading the team responsible for delivering high quality first and second line application support to customers in UK and Ireland based Work Based Learning Training Providers. Additional duties include:-• Interviewing and appraising staff, as well as writing and reviewing procedures to ensure efficiency.• Monitoring of team performance to ensure the team SLA targets.• Monthly reports for KPIs• Adhoc reports as required• Escalation point During this time a new Call logging system was introduced piloted by our team in the first instance, this gave me experience of implementing new software which was invaluable when working with new customers during their implementation process.

This role involved providing first and second line application support to users in Work Based Learning Training Providers. This involved remote connection to identify or resolve issues, and escalation to third party teams where necessary. I was responsible for managing Incidents and also customer expectations in what was a very customer focused environment. Customer IT capacity ranged from IT director to end users with little or no IT skill set which although challenging at times meant that I developed my communication skills to adapt to the customer as required.Supporting SQL-based products allowed me to develop my SQL skills which were used for querying data in order to identify issues and changing data to rectify those issues.