Stephanie Smith Email & Phone Number

Preston, England, United Kingdom

Production System Operations• Problem solving across SAP Suites.• ERP and Fiori , PI/PO Configuration• SAP System Maintenance• Third Party AMS & TMS Relationship Management anddriving value from vendors.• User Access Management (Roles and Auths)• iDoc Management• User Support• HANA Monitoring and User Management• Change Management within Production• Stock Management within the ERP• To provide support to users from basic to technicalissues.• EDI management across multiple platforms.• Create and maintain KB documentation.

- Day-to-day IT service delivery which includes resolving IT issues logged via call, through the service desk system.- Monitoring and assessing severity of Service Desk Incidents and escalating Incidents to Service Desk Manager when required- Working within an ITIL based environment to record and resolve service requests, incidents, and problems- Management and resolution of assigned incidents within pre-agreed- Liaising with the Service Desk Manager and vendors to coordinate 3rd line support for all IT services- Contribute to and maintain documented system standards / procedures where necessary.- Assist in the enforcement of IT Services Security policy and operations- Assisting with SAP related queries / issues – working closely with SAP team gaining knowledge on SAP system. - Working with different IT teams to find resolutions for different IT issues.

Preston, United Kingdom

• Is customer facing role representing GB3 always.• Engage with customer on a regular basis to build up relationships with end users representing the service desk (this is an essential requirement of the role)• Perform analysis, diagnosis and resolution of recurring problems for end-users, recommend and implement corrective solutions• Ability to follow processes• Responsible for training / mentoring the service desk 1st line engineers• Diagnose and resolve technical issues and recommend long term solutions.• Undertake small to medium-sized IT projects as instructed by the IT Service Operations Manager• Reporting\resolving faults and maintaining logs on servers, desktops and laptops• Ensuring security/AV and upgrades are applied and kept up to date on desktop, laptops and servers.• Fault-finding to core servers. • Perform miscellaneous job-related duties as assigned by the Service Operations Manager• Responsible for the operational running of 1st line support.• Provide management information reporting on performance of 1st line support team• Coordination of manpower resources to support operational support hours and to balance workload between team members in both 1st & 2nd line teams• Understand and review staff efficiency through optimum use of management systems.• Performance Management and development of all staff that report to you in line with HR policy• Assist in management thereof including monthly reporting on SLAs and analysis of performance• Liaise and work closely with customers/team members to ensure incidents and requests are resolved to customers’ satisfaction and within SLAs/KPIs• Escalation point for significant service issues and where required escalate to IT Service Operations Manager. • Ensure the correct framework is available to team members for creating and maintaining technical documentation, work instructions and procedures

- Escalating IT issues to the IT manager where necessary- Responsible for managing backups and tape rotation- Diagnosing and resolving technical issues reported by customers- Providing desktop and server support- Supporting and maintaining MS Server/Desktops and MS Exchange- Setting up and configuring new laptops and desktops- Installing authorised software to laptops and desktops- Ensuring security and upgrades are applied to desktops and laptops and kept up to date- Antivirus installation to all desktops and laptops- Fault finding to laptops and desktops- Reporting faults and maintaining logs on servers, desktops and laptops- Ensuring all logs for equipment and users are maintained- Installing authorised software to core servers- Ensuring licensing for all software purchased is recorded and maintained• Exchange server mailbox maintenance including archiving mailboxes• Setting up new users and disabling expired accounts in accordance with HR requirements

Ict, Performing Arts And Media, B

Education record