Testing software updates to internal software applications

• Managing the Desktop Support team - 5 analysts • Investigating, resolving & performing root cause analysis of technical issues • Providing training of new systems to new employees• Service Level Agreement monitoring and reporting on key metrics to senior management • Adherence to company policies and procedures within an ITIL environment• Managing small to medium sized projects within the Desktop Support field• Transitioning support team and responsibilities following company mergers• Optimising internal processes to meet the changing needs of business• Risk analysis• Assisting business partners with technical needs • Co-ordinating disaster recovery exercises

• Supporting and resolving technical problems • Supporting a variety of windows based applications• Providing training of new systems to new employees• Supporting IT systems used by external vendors in the UK and overseas• Creating, developing and enhancing training materials• Supporting senior management and VIP requests • Software licensing

• Training / supporting students’ IT skills and knowledge * Part-time lecturing of GNVQ Basic Skills : Maths and English• Supporting workstations on Windows and various Windows based applications • Writing and developing technical documentation• Contributing to the planning and delivering of courses