Leon Jackson Email & Phone Number

Leon Jackson is a Senior Systems Engineer at Parliamentary Digital Service at Parliamentary Digital Service. He possess expertise in active directory, citrix, technical support, microsoft exchange, service desk and 28 more skills.

Listed skills include Active Directory, Citrix, Technical Support, Microsoft Exchange, and 29 others.

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  Senior System Engineer

  Parliamentary Digital Service

  Nov 2014 - Present - London, England, United Kingdom

  • Receiving and logging requests for support from service desk, other service delivery staff and/or users. Prioritising requests in accordance with agreed criteria and promptly allocating unresolved calls as appropriate.• Investigating and providing correct responses to requests for support by means of for example: making system modifications, developing work-arounds and enhancements, manipulating data, reconfiguring systems, changing operating procedures, training users oroperations staff, producing additional documentation, or escalating requests to systems development staff or software suppliers.• Ensuring all work is carried out and documented in accordance with required standards, methods and procedures; and ensuring that documentation is available and accessible to all who need to use it.• Monitoring the progress of requests for support and ensuring users and other interested parties are kept informed; and effectively managing customer expectations to ensure excellent customer service.• Ensuring that requests are handled according to agreed procedures. For all requests that cannot be resolved, providing an effective interface between users and service providers supplying all necessary diagnostic information. Using judgement to set priority for resolution,monitoring progress and applying escalation procedures for problems not progressing satisfactorily.• In accordance with agreed procedures, monitoring application systems for which responsible for by regular scrutiny of reports from the applications software, systems software or service delivery staff. Noting problems and identifying performance trends and statistics. Referring to more senior colleagues where necessary, taking corrective action to improve performance and to avoid problems arising.• Liaising with customers, systems development staff, other applications support officers, or software suppliers on the development of system enhancements to overcome known problems or fulfil user requirements.