Information Technology Support Officer
Whilst working at Simpson Group, I was working within a small team of IT staff and helped the team by processing support for IT within the business, whereas if it was simple but relative or if it was difficult but needed the time to process. These tasks included but were not limited to password resets, account management and locks, fixing software and hardware problems, testing and troubleshooting, replacement for peripherals, replacing printer cartridges and problems within Tharstern PRIMO (a Print Management Information System). I had used my data entry skills to input information onto Tharstern PRIMO which would give out more accurate information throughout the business. During my time at Simpson Group, I had maintained the IT department’s inventory of monitors, machines, cables, peripherals, hardware and other pieces of equipment. Furthermore, my responsibilities included setting up computers and monitors (new or old) and keeping a registry for assets in relation to IT throughout the business for our inventory to be up to date. Most of the requests came through a ticketing system called Freshdesk, which we had implemented in early 2021 so we could create a centralised place where we could find contacts of people within the business, who requested for what reason and what their specific request was, and for us to log time and performance for the IT department regarding IT support. This also helped us maintain our tasks and this did not need us to rely on our memory to work on things. Additionally, on Freshdesk there was a section for guides, which I had written articles on as tutorials on the knowledge base for support agents to look at if they were unsure how to do something. I maintained most of the settings behind Freshdesk and the articles in case any changes were made into the system.
