Receive incoming calls from customers regarding their hardware and software issues and try to fix first timeRaise an Incident if the software or hardware issue could not be resolved and assign to 2nd line supportReset Passwords for Windows and for Citrix by telephone or email when requested adhering to IT ProtocolsUnlock user accounts when requested either over the telephone or by emailEnsure all call queues are monitored and all calls are updated and assigned to the correct teamsEnsure all calls are updated on a regular basis and keep customers informed of the progress of incidentsRaise Service Requests for New Starters that require an accountRaise requests for database updates if the customer does not have the administration rites to do the amendmentEffectively deal with emails that come through to the IT Service Desk and raise incidents and service requests when required.Assign calls and requests to the relevant team when requiredAttach all child incidents to Major incidents when they occurShadow on to Desktop, Laptops and Citrix thin clients to try and resolve issues where possibleEnsure that all OLA’s and SLA’s are adhered to at all times with calls and service requests

To receive incoming calls from Technical Support teams reporting possible business impacting incidents, assess the impact and service effected and then raise the incident to the suitable critical level to the service disruption effecting the business.Arrange Incident Management Bridge calls for technical teams and the Client Services Manager to discuss how to resolve issues with Hardware or Software to restore normal service expediently. Capture all possible resolution action plans and strategies from the Incident Management Bridge Calls.Send out email communications for all P1, P2 and P3 Critical incidents so the business is aware of the IT issue currently impacting the business and customers, ensuring to include the next scheduled update time.Send SMS messages out for all P1 Critical Incidents to the Senior Management and stake holders to ensure they are made aware that the business has a Critical Incident impacting an area of business and is also impacting external customers. Update the incident to ensure that action plans and strategies are showing within all major business impacting incidents. Arrange reconvene Incident Management bridge calls if and when required.Update the critical incident with all important information when available after Incident Management Bridge Calls. Send out further email communications updates when required for all P1, P2 and P3 Critical Incidents.Send out closure communications when a P1, P2 or P3 Critical Incident has been resolved.

To support local education authorities who use The Contact Group software with all questions and faults that are reported by email or over the telephone, including shadowing on to the customers computer to fix any problems reported with The Contact Group softwareSupport also includes installing data extraction software that is required for the software to work correctly, actively check heartbeat monitoring software and contact education authorities if the data extractor software has stopped working and shadow on to the computer and fix any issues if the customer IT Support is unable to assist.Log Incidents using Kayako and log bugs using the TFS system giving a step by step detail of how unknown errors have occurred for the Development Engineers to fix, Update CRM with details of customer queries and training requests. Issue authorisation codes for software downloads and installs to education authority IT Support when requiredCarry out in depth training with education authorities giving a precise breakdown of how to use the software and how to use the Administration software to grant colleagues access to the software by creating and activating accounts, providing User Guides and confirming with the Sales team if training has been successfully completed or needs to be rearranged for a later date.

As part of the Voice Centre of Excellence it is my role to pinpoint alerts where alarms have been created on the voice recording system and ensure all alarms are attended and resolved by raising incidents to worldwide support.Preparing daily reports highlighting any discrepancies in global call counting for various locations around the world and ensuring they are dealt with expediently.As part of my daily work I have to raise maintenance windows to supress alarms for essential maintenance scheduled on a daily basis, this includes approving all GCM's and RFC's when they are sent in for approval.I attend regular teleconferences with our colleagues in the USA as well as attending a weekly technical CAB to highlight anything of importance.Incident and Problem Management are always at the forefront and I also have to highlight anything of significance importance that could effect the global voice recording systems.

To log and resolve customer IT issues and try and fix IT issues at first contact before assigning to 2nd Line. Ensure that all SLA's are adhered to and all incidents and service requests are resolved within the given SLA.Reset passwords by following IT security policies to ensure that there are no breaches of IT security and customer confidentiality. Raise customer requests and resolve where possible or assign the request to the correct department to complete the service request.Escalate all major incidents to ensure that all major incidents are resolved within the given SLA, monitor all incidents and update the incident log to ensure incidents are resolved to the customers satisfaction.Provide customers with regular updates regarding their incidents and service requests and update incidents and service requests with resolution and closure details.

To log and resolve all customer issues where possible before assigning to other departments, ensure that SLA's are currently met and all incidents are resolved within the given SLA.Reset Citrix passwords and generic passwords where possible, terminate Citrix sessions should the current Citrix session become unresponsive, raise and complete customer requests for Hardware and Software and to ensure all high business impacting incidents are escalated an monitored at all times.Liaise with IT System Support, Mail and Messaging Support, Infrastructure and System Admin should any customer issues require more in depth investigation

Short Term ContractWorking on all Major impacting incidents to ensure all services are available to the customer, liaising with support teams to ensure all incidents are resolved within the given SLA.Raising Problem tickets where no permanent solution or workaround can be found for issues impacting service availability.Contact third party application support to raise business impacting issues to resolve them within the given SLA time frame.Liaise with customers to ensure they are aware of the progression of any service effecting incidents.Activate IVR messages on the telephones to ensure that customers are aware of business impacting outages.

IT Service Desk managing incidents and problems effectively to the requires SLA's and OLA's, arranging conference calls, composing communications for all P1 and P2 incidents, dealing with customer enquiries and complaints, effectively resolving complaints, composing major incident reviews and root cause analysis documents, providing updates to senior management regarding high impacting incidents and problems, effectively managing incidents and problems and updating them on a regular basis, contact all support teams to provide a progress report on outstanding incidents and problems, contacting all customers to provide a regular update on outstanding incdents and problems.

Take incoming calls from customers who are reporting IT related incidents or wish to raise requests for IT purchases such as hardware\software.Raise all calls and requests on e-works call logging system.Monitor all incidents and requests that are nearing SLA breachChase calls with engineers and 3rd party engineers to ensure incidents and requests are handled and resolved within the given SLA.Check all fixed incidents to ensure that they can be closedPurchasing hardware and software from various IT companies via their websites.Complete purchase orders for all hardware and software.Scan completed purchase orders and e-mail them to the finance department.Distribute software by post to customers.Update software licence spreadsheet for all new software that has been purchased.

Most of my work involves contacting users, 2nd \ 3rd line support and Senior Management by telephone on a regular basis during the working day.Effectively manage all Service calls that may need their priority raising to a P3, P2 or P1 status accordingly to the availability of services provided.Raise a Master Call if more than one Service Call has been raised for a P3, P2 or P1 incident., and send out master call notifications to senior managementEnsure that all master calls are resolved within the specified service level agreement.Send out High Priority Incident notification e-mails when a P1 or P2 Service Call has been raised.Manage all Service Calls raised on the Service Desk to ensure that all Service Calls are resolved and closed within the given Service Level Agreement.Contact all 2nd \ 3rd line support by telephone or e-mail to advise when Service Calls are getting close to breaching the Service Level Agreements.Advise Service Delivery Management of all calls that are near to breaching the Service Level Agreement.Ensure that regular updates are entered in the fix history of the Service Call from 2nd \ 3rd line support for all P1, P2, P3, P4 and P5 service calls.Call and e-mail all customers to ensure that the P1, P2, P3, P4 and P5 calls can be closed and to ensure that all services affected have been restored.Re-assign all Service Calls that have been assigned to the wrong support team.Quality check 10% of all calls raised by incident handlers each day.Report any quality issues found within Service Calls to Team Leader.Take over Team Leader duties when the Team Leader is unavailable or annual leave.The Incident Management role is carried out to ITIL standards.

First point of contact for internal customers at British Gas office in Solihull regarding all IT related queries and problemsTo use various system tools to try and implement a first time fix and avoid raising unnecessary Service Calls.Raise hardware and software calls using HP Openview call logging software if a first time fix cannot be applied.Raise high priority incident P1 and P2 calls when high impact hardware or software faults occurEnsure that all internal customers were kept up to date regarding high impact P1 and P2 Service calls.Liaise with senior IT management to ensure all high impact P1 and P2 calls were resolved within the service level agreementEnsure that all service calls raised were resolved within the given service level agreementReset customer passwords when required over the telephoneCarry out database administration to add internal customers to the customer database when required; including access levels.Ensure delivery of SMS icons using a tool called User Manager.

Configuring new computers and hardware to specifications and taking calls from customers calling to report hardware and software faults or network issues.