Stephan Muller Email & Phone Number

Job Title: IT Service Desk Support Analyst (bi-lingual English/French) when required Job Description:• IT support to UK/France/Belgium based users (Laptops, desktops, Thin Clients (Wise terminal), Printers, Blackberry…). • Resolving and Escalating incidents under Service Level Agreement (SLA) following ITIL environment• Active Directory and Group Policy support,• Remote Desktop Terminal Server,• Remote Desktop Protocol (RDP)• Citrix Support application – (Thin Client/Wise term end-user support)• Networking installation (Phones/PC – Wise term)• Mac, IPad and IPhones support when required• Blackberry support when required

Job Title: IT Service desk Senior Analyst bi-lingual (English/French) - 1st and 2nd level- leading the French Speaking team across the Business - Job Description:• IT support to UK and European based users (6000+ users, 1500+ laptops, 2500+ desktops, 2000+ Thin Clients, 500+ printers, 300+ Blackberrys). • Resolving and Escalating SEV 1 to SEV 4 incidents under Service Level Agreement (SLA) following ITIL environment• Active Directory and Group Policy support, VPN, • SAP application support,• RSA Token maintenance• CISCO IP telephony • Blackberry support,• Xerox printer network solution 1st and 2nd level support• Citrix Support application – (Thin Client end-user support)

Job Title: Support Analyst/Advisor for Digital ProductJob Description:• 1st line Customer Service support• Diagnosing faults, providing solutions within tight SLA's, logging support calls • Supporting User maintenance on a daily basis for Digital Products (Plasma Screen TV, LCD Screen TV, Wide Screen TV , Rear Projection TV, DVDR)• Individual target of fixing 99% of calls achieved