Undertake duties listed below in addition to Junior Technical Support Analyst responsibilities:• Supervise Junior Technical Support Analysts.• Act as the focal point between the Service Desk team and management and other support teams.• Represent the Help Desk in meetings and forums, as required.• Act as Support Team Liaison to ensure any changes to systems environment (and implications for Service Desk) are understood. • Document, update and review Help Desk processes and procedures. • Feedback to relevant IT support teams any issues found that may influence what products/services we offer and/or how they are configured.• Assist with coordination, and provide IT Support for large special events. • IBM Tivoli Storage Manger V6 at Barings Asset Management.

• Log and troubleshoot technical issues raised by BAM London, Frankfurt, Paris, Guernsey, Asia, Switzerland, USA and Dubai end users.• Provide 1st and 2nd Line response to all incidents and requests that are for desktop related-technologies and assign calls to relevant support teams for 3rd line technologies.• Coordinate with other infrastructure & application support team members to resolve problems effectively. • Respond promptly to user incidents, entering accurate user and incident/request details into the BAM Service Desk system.• Categorise, prioritise and assign incident or request to appropriate support team in ISS London, BAM IT or other. • 1st Line Fix - Maximise the proportion of Service Desk incident/support calls resolved at 1st Line.• 2nd Line Fix – Resolve desktop-related incidents/support calls by subsequent visit to user, remote control of user desktop, following discussion with supplier, etc. • Close resolved incidents and requests, detailing on how resolution was achieved. • Report outages to the business and notify the business of any outages to services. • Assist and respond to all mobile technology issues. • Assist the VIP’s and end users to ensure that the meeting rooms are fit for purpose.• Respond promptly to all user incidents re: desktop hardware failure. • Liaise with Business Services or End User in desktop hardware move requirements. • Respond promptly to user requests for new Software Installs. Liaise with ISS London Desktop Team and Programme Office as appropriate and consider Software Asset Management implications of request.• Ensure all inventory changes are accurately recorded in the database.• Administer patching programmes for non-connected desktops and laptops (I.e. loan laptops, self-patching devices).• Ensure all infrastructure-related releases are recorded and receive appropriate sign-off.

• Tested and setup PC’s, Macs, and peripheral devices.• Assisted with general organization and implementation of the technical support of IT throughout the school.• Troubleshoot hardware and software on the school network.• Installed and customise software packages to meet departmental needs.• Configured computers and printers to utilise the school network.• Assisted with the installation of both hardware and software. • Unpacked equipment and entered data into an inventory file. • Security marked equipment and recorded serial numbers of new equipment.• Assisted throughout the school within a technician team, participated in the general development of the team, attended meetings and training courses when required.