Providing technical support on accounting software over the telephone via remote desktopResponding promptly and delivering solutions within agreed time-scales, working to KPI targetsAnswering incoming calls in a professional manner, maintaining calm under pressureHandling customer queries swiftly and efficiently, responding to over 50 calls a weekLogging calls in helpdesk software in accordance with our ITSM frameworkTroubleshooting software problems, including identifying… Show more Providing technical support on accounting software over the telephone via remote desktopResponding promptly and delivering solutions within agreed time-scales, working to KPI targetsAnswering incoming calls in a professional manner, maintaining calm under pressureHandling customer queries swiftly and efficiently, responding to over 50 calls a weekLogging calls in helpdesk software in accordance with our ITSM frameworkTroubleshooting software problems, including identifying and testing bugs, and logging RFCsPerforming software upgrades and data investigations on customer servers Show less

Providing first and second line technical support to over 100 users as part of a team of 4Acting as first point of contact for users both locally and at multiple sites, providing technical support and advice to colleagues via telephone and remote desktop softwareFault-diagnosis and repair of PCs/laptops/peripherals/phones. Support of ICT infrastructure, including installation & maintenance of servers (virtual & physical). Monitoring & troubleshooting company network, both LAN… Show more Providing first and second line technical support to over 100 users as part of a team of 4Acting as first point of contact for users both locally and at multiple sites, providing technical support and advice to colleagues via telephone and remote desktop softwareFault-diagnosis and repair of PCs/laptops/peripherals/phones. Support of ICT infrastructure, including installation & maintenance of servers (virtual & physical). Monitoring & troubleshooting company network, both LAN and site-to-site communications.In-depth experience of Windows operating systems, and Microsoft office suite (including Excel)System administration of IBM iSeries, including user access & security, Query/400 reportsWorking with users of all levels of ability and technical aptitude; able to communicate complex IT issues to suppliers and non-technical staff in clear and concise fashionLed project to create online ordering website, managing process from start to finish, identifying needs of business and target audience, designing specification, working with developers, testing & identifying bugs and working towards suitable resolution, and providing ongoing supportResponsible for organising disaster recovery & updating critical procedures documentationResponsible for procurement of IT equipment and software licensing, managing vendor relationships, and communicating with third party technical specialists and developers to clarify needs and specifications Show less

Working as part of a busy office to take customer queries and complaints, delivering proactive customer service leading to positive outcomes for the customerBuilt rapport and trust with internal and external customers and colleagues to meet and exceed expectationsAnswering incoming calls in a professional manner, handling customer queries swiftly and efficiently, maintaining calm under pressureAble to diplomatically manage customer's expectations with patience and… Show more Working as part of a busy office to take customer queries and complaints, delivering proactive customer service leading to positive outcomes for the customerBuilt rapport and trust with internal and external customers and colleagues to meet and exceed expectationsAnswering incoming calls in a professional manner, handling customer queries swiftly and efficiently, maintaining calm under pressureAble to diplomatically manage customer's expectations with patience and tactResponding promptly and delivering solutions within agreed timescales, working to KPI targetsOrder taking and data entry, general administration duties Show less