I worked as a Service Desk Officer in a team of 3 on the IT Service Desk. My main duties include:* Processing all new starters, leavers and intra-department Transfers. This involves creating new accounts in Exchange\AD and various other systems, adhering to Council processes and procedures. Making sure Leavers are processed in a timely manner, ensuring access is removed when people leave the Council. Also sending requests to 2nd line to order IT equipment.* Helping new starters with IT equipment setup and induction, and training in how to access various systems. * Responding to phone calls and web tickets in a quickly and efficiently, aiming to resolve as many issues or requests 1st time as possible, or escalating to the next level of support when necessary.* Writing documentation and Knowledge Base articles, ensuring that existing articles are kept up to date or retired when no longer applicable.* Providing excellent customer service at all times.* Providing daily and weekly stats to management on tickets received by phone and web, and first time fix rates.

● Answering, logging and resolving where possible all customer contacts regarding IT issues or requests.● Collecting detailed information to enable other IT Support teams to resolve issues effectively.● Monitoring IT tickets to spot trends and analyze areas for improvement.● Shift Leading: Ensuring the ticket workflow is moving effectively through CRM tool and correct priority is being given. Following the Major Incident Process to ensure majoroutages are routed to the right team and resolved quickly, minimizing user impact.● Completed testing for improvements to CRM tool, making sure that the data is streamlined and the IT team have the best system available to make IT Support more efficient and increase resolution times.● Successfully rolled out 1100 new Windows 10 laptops to our Swedish users, as part of the project team, and provided Hyper care.● Took lead with the training of new IT Customer Care agents● Providing special care for new hires, working with their managers to ensure all IT equipmentis received and working, and they are able to start ready to go.● 96% positive customer feedback

• Responsible for processing of all customer orders.• Answering customer queries via email and telephone.• Investigating and processing customer invoice queries / credit requests.• Responsible for billing one of our biggest customers, Amazon UK.• Coaching and training colleagues in our Indian office.• Achieved with one other colleague the processing of a large number of orders for a new product over two week period, getting all orders on the system by a tight deadline, for which we were both recognised and rewarded.

• Resolved 1st line internal customer technical issues where possible.• Created new user accounts in various systems and network file/folder access. • Administered RSA tokens for remote workers.

• Managed team of 4 Service Desk Analysts, servicing 2500 users in UK & Ireland • Reported on and analyzed IT Incidents to improve service.• Implemented RSA Tokens for remote workers, main responsibility being the issuing of all new tokens and training/support. • Reduced calls to the Service Desk for password resets by 20% via training and implementation of self service password reset tool.• Created and updated all Service Desk documentation and processes.• Regular SOX reporting and auditing SAP roles.• Successfully documented and trained all Service Desk responsibilities to IBM Germany when IT Service Desk function was outsourced.

• Handled internal customer IT issues via telephone and email, approx. 100 per day.• Created new user accounts in various systems.• Escalated all major incidents to relevant teams and management, and providing regular updates to customers.

• Assisted external customers with issues or queries using the companies eStore website via email and telephone.• Created new users to enable customers to access the website to place their orders.• Helped team achieved 100% call answer rate.

• Processed customer orders and answered all NHS customer queries via telephone and email, which included occasional visits to customer sites.

• Advised customers regarding their Health Plan and processed customer claims.• Investigated whether claims adhere to claims policies, which included contacting healthcare professionals for confirmation of treatments given.