Responding to helpdesk tickets and supporting our customers across theUSA and the world. Supporting customers with the packaging of software applications withCloudpaging. Installing and upgrading AppsAnywhere solutions on customer servers. Ensuring client satisfaction through the timely delivery of solutions. Contributing to our knowledge base and online community. Supporting clients throughout their journey to deliver an awesomestudent experience! Collaborating with AppsAnywhere colleagues across the USA, Canada,UK, and Europe.

Looking forward to starting my new role!

· Ensuring Internal IT knowledge base is up to date· Ensuring organisational IT guide center is up to date· Be first point of escalations for the IT helpdesk· Supporting reduction strategy of number of calls raised· Producing dashboard reports· Designing IT training· Building basic rotas for the IT team and managing mailboxes and training· Ensuring the asset database is up to date· Ensuring stock control and hardware replacements are up to date· Ensuring IT index is up to date including Policies and processes

• Build rapport and elicit problem details from help desk customers. This includes receiving, prioritising, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic tools, as well as require that the individual give remote assistance at the desktop level.• Manage the processing of incoming calls to the business via telephone, web and e-mail to ensure courteous, timely, and effective resolution of end user issues.• Manage the deployment, maintenance, development, upgrade, and support of IT PC systems, including operating systems, Anti-Virus solutions, security patches and Software installations.• Provide support and assistance to third Parties.• Maintain the integrity of the hardware and software asset database. Auditing and resolving any inconsistency software licensing records.• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, file backups and restores, and configuring systems and applications.• Monitor and test fixes to ensure problems have been adequately resolved, perform post-resolution follow-ups to help requests. Administer Corporate IT Domain accounts, security access control, e-mail, VPN, Internet access and the IFS system• Develop and publish help sheets, usage guides, and FAQ lists for end users.• Evaluate documented resolutions in order to identify trends, to prevent future problems. Test fixes to ensure problem has been adequately resolved and develop and publish onto intranet FAQ’s for end users.• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution• Perform on-site analyse, diagnosis, and resolution of complex network problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair

• Raise, prioritise & assign incidents and ensure SLAs are met • Diagnose and resolve technical issues for Sherburn DC via telephone support where appropriate • Ensure updates are added to the customer help desk system • Physically attend user / problem in Sherburn DC where appropriate • Ensure updates are added to the customer help desk system• Provide support for other Distribution Centres & CDCs including, on rare occasions, attending site • Provide 24/7 call-out, within standard response times, on a rotated basis • To assemble and configure any hardware as required • To develop a good understanding of the services provided by the internal and externally provided IT systems and the effect on the business should these services be interrupted • To install and configure all standard DHL for Debenhams software products as required • To administer and monitor network profiles • implement escalation procedures as required• Good working relations with key 3rd parties • Advise warehouse staff on best practice• Take on and manage some technical projects through to a successful conclusion

• Delivering an IT service and maintaining excellent levels of support to all users and customers within the business• Supporting over 24,000 employees within the business both office based and mobile workers• Covering email, phone and remote support for all hardware, software and network issues• Supporting Windows XP, Windows 7 and Windows 8.1 desktops, laptops and remote terminal server sessions in a thin client environment• Maintaining a high level of work within the Helpdesk software making sure all calls are up to date, worked through and well documented from start to finish• Standard builds for specific users are correctly building with company standard software before deployment to user.• Remote support with VNC, Logmein, RDP• AD & Exchange administration over 3 domains within the group including all user, groups and access configuration.• MS Applications, including some in house software• Liasing with 3rd party companies for any support issues including procurement requests• Supporting SAP and using to create IT Procurement PO’s as well as account creation and password resets

Day to Day responsibilities include managing the company service desk and supporting the business operationally in all aspects of IT Systems. This includes but not limited to the following:• Delivering an IT service and maintaining high standard support. Working to SLA’s and following processes and procedures based upon ITIL• Supporting over 1000 employees based internally and externally in all related IT queries, incidents and change requests.• Supporting Windows XP and Windows 7 desktops and laptops throughout the business.• Troubleshooting via email, phone and remote support any hardware, software and network issues• Experience with remote support tools using Dameware and VNC• Administering the SpliceCom phone system manager• Configuring laptops for new starter processes as per company standard builds.• Completing IT Inductions to new starters to familiarise with company IT policies.• Hardware & Software support including in-house software and databases and build/repair of pc’s, laptops, printers etc. Escalating any jobs to 3rd parties where necessary.• Microsoft Applications such as Office, Visio. Including Server 2003 administering (Active Roles, Exchange, AD, Remote Desktop Manager, DHCP)

• Support 170 branches including Albemarle & Bond head offices• Supporting Windows 7 & XP desktops• LAN’s & WANs• Exchange Server 2003, 2007, & AD• Onsite support, phone and email• Hardware & Software support• Staff Training• Office 2007, 2010 Support• Microsoft Sharepoint• In house software support, including EPOS systems.• Liaising with 3rd party support contractors• CCTV & phone system management• Working to SLA’s• IP Telephony Systems

• Assisting the ICT Officer in the overall running IT systems within the company• Maintaining Windows Server 2003• Supporting XP and Vista Desktops• Repairing equipment (PC’s, Laptops, Printers)• Administering the Phone system• Internet Support to Tenants off site• Active Directory – more in depth.• Backups (Veritas)• Installation of hardware and software throughout the company• Visiting sites advising students• Monitoring CCTV throughout different developments

• Remote support to users on Windows XP/Vista with hardware/software issues.• Building and configuring PC’s.• Onsite support for installation such as PC’s, printers, servers.• SBS2003 server and Exchange/Active Directory knowledge.• Liaising and speaking with customers around the world with issues, being logged on a helpdesk system and remotely carrying out maintenance on all faults/upgrades and issues. • VPN, TCP/IP and router configuring.• Office 2003 & 2007 Support