I am responsible for managing the three Desktop Support teams across the 3 main Press Association sites, consisting of 9 staff. Drive the Desktop strategy, communicate with the IT Director and CTO on how we can improve desktop services. Thinking about roll out strategies for OS upgrades and technologies that can benefit the security and usability of desktops, laptops and mobile devices.I report to the Head of IT Service, as part of the Service Delivery Team. With the aim of improving support functions throughout the business.

Managing the Desktop Support Team based in the Press Association Head Office in Howden.Desktop, telephony, mobile and tablet support for 1500 users across 3 main sites, as well as supporting multiple offices around the world. Many users are home or remote workers that require 24/7 support.I am a point of escalation for high priority Incidents or for analysts that are having difficulty with users.Mange the rota for the team and authorise holidays. Quarterly performance management on the team to set objectives and training. Managed the deployment of Microsoft Outlook 2010 to all machines within the company, when we migrated mail services to the cloud. I created standard Windows 7 and XP images for desktops and laptops for the company that can be rolled out through LANDesk.I work alongside the Service Delivery Manager and team to drive, and improve, services to the business. Meet with heads of departments to improve support and discuss future projects and strategies.

2nd line technician in ITIL compliant Helpdesk. Involved in the roll out of new hardware and software to all our UK stores. Attend stores at short notice for emergency store visits when hardware fails. Responsible for upgrades of hardware to users and stores. Setup new starters and remove and backup leavers. Setup and support users on various phone systems including; BlackBerry and the Siemens ISDX. Also responsible for covering Service Desk Manager, including delegating incidents, managing changes and problems and ensuring SLA's are adhered to. Deploying web builds to the IIS servers for scheduled and emergency deployments. Team lead role for 1st line analysts, supporting and advising them and dealing with difficult customers when required.Excellent customer service and interpersonal skills.Further qualifications obtained:Qualified Mac OS X Support Essentials 10.6 technician.Also completed ITIL course.

Worked as a 1st/2nd line analyst. Supported bespoke UNIX based systems. Top rated analyst on KPI's answering over 50 calls a day with over 80% 1st time resolution rate.Learnt the methods of applying the ITIL framework to a big and busy IT environment and the benefits of doing so. Using HP Openview as our call logging tool was a big factor.

Shadowed the IT manager and learnt MS Windows and MS Office Support and networking. Was responsible for the roll out and training of Office 2003 to replace Mozilla Suite.