Main responsibilities:- Managing the Digital Accessibility strategy of the bank for both customers and colleagues, including governance, standards, project frameworks, testing, awareness schemes and knowledge delivery.- Managing the Assistive Technology portfolio, including testing, application delivery, migration planning and feedback reviews.Other responsibilities:- Stakeholder management- Accesibility supplier management

Delivering second level support for the employees of RBS Group across the world with particular focus to people with disabilities using Assistive Technologies.Single user support for:8+ Domains, Active Directory, SMS, Group Policy, Microsoft Products, Exchange, Sharepoint, Networking, McAfee EPO, Application Support (Bespoke & 3rd party), Blackberry (BES), Vodafone Mobile Device Management, Good For Enterprise, Remote/VPN Infrastracture, RSA, Citrix ICA, Terminal Services, Communicator/Lync/Group Chat, iOS products, VMWareMultiple user support for:Assistive Technology Software / HardwarePlatforms include: Windows Server NT/2k/2003/2008R2, Windows XP, Vista, 7, Novell, Mac, VCS (Virtual Client Services)

• Resolving and escalating technical faults and requests for the GIS EMEA Service Desk (1st level) via the Service Center/Manager call logging software. - Multi domain support (Active Directory, Novell Netware Admin) - Multi OS support. (Windows 2000, NT, Novell, XP, Vista, 7) - Multi application support. (VRAC, Citrix, Office, Lotus Notes, Witness Systems, Sharepoint, Internet Explorer, Bespoke Retail & Insurance software) - Software configuration/diagnosis (Printers & Faxes setup, Roaming profiles, TS and Windows profile creation/permissioning, lockout diagnosis, password resets, RSA SecureID administration)• Worked effectively as part of a team and 'flexed' to other technical areas for call assistance.• Provided coaching on a 121 basis to other analysts, both technical and procedural.• Maintained updates to the Service Desk via email about team area changes.• Worked alongside the Customer Care initiative to provide a smooth transition into the Service Desk business areas and to maximize performance of its analysts.• Acted as a referral to analysts via the means of Microsoft Group Chat, Lync, email and telephone.• Worked both off (actions and complaints) and on the phones to fix and resolve user issues efficiently and professionally at FPoC and to escalate to 2nd or 3rd level where necessary.• Shadowed the Senior Analysts role and monitored analysts incident quality and fed back issues where applicable.• BETA tested new scripting and diagnostic tools for the ServiceDesk before launch to help eliminate potential issues.

• Obtained industry standard qualifications.• Installation and configuration of servers (Microsoft Windows Server 2003/2008 and all flavours of recent operating systems (2000, XP, Vista and 7).• Costing up a Network Infrastructure within an office, warehouse and remote sales team.• Installing and diagnosing component faults and monitoring system performance.• Deployment of Operating Systems en masse.• Networking - against the OSI model• Partaken in a charity (AquaBox) which included the skills to raise money and work efficiently in a team.• Efficiently using Customer Service skills.