Working for an SME, managing the helpdesk team and reporting directly to the Operations Director. Supporting CRM for a client base of pharmaceutical companies, adapting to meet challenges and support business growth through an understanding of business objectives and client needs.Key responsibilities for supporting Actis CRM, coaching and analytical software. Delivering support to an expanding client base of 70+ UK and European pharmaceutical companies. Providing technical operations support, network administration, monitoring and security. Managing support and reporting to meet client SLA’s and KPI’s. Identifying and correcting client issues and improving processes. Working to improve standard operating procedures and escalating issues where necessary. Building and maintaining relationships with clients and key personnel. Conducting business reviews, attending meetings to ensure clients are satisfied with our products and services. Provide advice to end users and trainers on how to use our applications to support the super users. Lead on all functionality testing ahead of business and UAT for bug fixes, minor configuration changes and new software releases. Working with internal stakeholders to improve quality and efficiency. Participated in projects and willingly carried out any other duties outside the standard remit for my own personal development and as required by the Company.