Mark Heddle Email & Phone Number

No day is the same in this role. I assist users with their issues regarding hardware, software, account triage, building surface pros and desktops from PXE boot and more. In order for me to complete my role I have access to AD, AAD, Exchange, Intune and a variety of other administrative tools. My work is delegated between completing incidents where I triage and resolve their query, and requests where they are asking for an additional service. I have basic networking knowledge to help with activating network ports when needed as well as triage if the network goes down.Within this role I cover the South Scotland and North England and travel between six sites as and when required with more sites being added within the next year

Whitehaven, England, United Kingdom

My role was to primarily triage and resolve user queries that are more complicated and time consuming than for the first line. This can vary from issues with a user's profile, software, networked permissions and more. To ensure I fully understand issues I communicate with users via phone, email or instant messages (skype, teams) to verify the issue. This can also be supported by screenshots as well as being shown the issue when remoted over. If nobody on my team is available tickets will be placed into a queue. I must ensure that the ticket is picked up and chased with the user within the agreed service level agreement. Three contact attempts are made to the user before it is placed on a three-strike policy for closure due to no response from the end user. For this I must utilise all contact routes available. Management of this queue and my own personal queue is vital to the stats for the team as well as my own individual performance. Triage can vary from issues with user’s profiles, role specific software, site wide software, the operating system as well as server-based items like networked printers (ensuring the MAC address, IP address and ports are set up correctly etc.) or shared drives (checking permissions, granting access, recovering files etc.). To complete actions in order to fulfil requests. This can mean granting access to software, installing the software for the user, creating accounts, setting up networked printers, granting access to a shared drive location and more. Requests must be approved by a valid approver before coming to the second line team to be actioned. Record management is kept within all items (incidents/requests) in order to keep the tickets up to date and to ensure all actions are documented clearly. This allows colleagues to understand what has happened as well as users are kept up to date. I provide training to members of the 1LS and 1.5 teams and I help produce and keep up to date guidance in our knowledge system for my colleagues

Whitehaven

After starting on 1st line support and logging tickets to pass on, I put myself forward for additional training to be placed into 1.5 support. First line support revolved around collecting as much information from the user in order to log a ticket to pass onto 1.5 who apply the fixes.Users are transferred to myself after logging a ticket with first line support in order for me to remote over to their computer and apply a fix for the issue that they've called for. 1.5 consists of:Sometimes a ticket will come through to me without accurate information, or lacking some details which means that I will need to on occasion ask relevant questions to establish what the issue is and apply the fix for it.When nobody is available to take a call, tickets will be placed into a queue system which I have to pick up at the first opportunity available and call the user back.If a ticket is placed into my queue, then I have to attempt to contact that person on a daily basis to progress the ticket, or to get an update from the users end to keep the ticket up to date.

In this role I provide a professional level of customer service to the customers in regards to their I.T. query. I need to be asking relevant questions to get as much detailed information as possible about their query and to try and find a fix. I'll also need to provide guidance to the customers if their query falls in my remit. If their query does not fall into my remit, I need to log the issue onto the system to pass onto the relevant team to resolve the issue. I also need to keep myself up to date with any queries that are left unsolved due to the nature of the technical issue and occasionally contact the customers to provide an update if needed.

Manchester, United Kingdom

Dealing with customers on a day to day basis and resolving their income tax queries, whether it's PAYE, self employed or other sources of income. Understanding the reasons for their calls as well as trying to find the best resolution to their query is the main aim of each discussion. This can vary from something as simple as changing a tax code, to working out an underpayment, or reviewing a self assessment tax calculation to figure out why the customer believes the calculation is incorrect. Customer service is vital in this role as customers can be quite irate when paying too much tax or finding out they have an underpayment. Being able to not crumble under pressure or upset customers is important in trying to resolve queries with a positive result.

Workington

Looking after and tending to the needs of the dogs and cats, such as exercise, cleaning and feeding. After an animal had left, I'd have responsibility of cleaning up the pen in preparation for the next animal. Greeting customers with a smile and can-do attitude was always on the cards as you'd get to meet their pets, and if they're here to collect, then you get to witness how much the animals had they missed their owners.

Workington

Newcastle Upon Tyne, United Kingdom

I had originally started work here as work experience that I had found for myself. Before my work experience period was over, I was offered employment with the shop maintenance team. My responsibilities in this job were to receive calls from the different stores around the UK and the lodge maintenance required. I would navigate the computer systems to try and find each specific appliance and to give the best option to make the repair job as easy as possible for the maintenance team. I was then transferred to the Accounts Payable team to cover a short term of maternity cover which was supposed to last only three months, which received an extension due to performance related achievements. Invoices arrived on a daily basis, which required to be sorted into each specific section for the office and the areas covered. My primary role during this time was to correspond with suppliers, process invoices and to make sure that payments were made to the suppliers.