Steven Megit Email & Phone Number

Manchester, United Kingdom

Reporting directly to the Field Services Supervisor and responsible for providing remote and onsite IT support for more than 900 users across 13 locations. Covering the North of England, including finance and administration offices, manufacturing facilities and trading environments.Protected 100% of laptops with hard drive encryption, to protect their data and make them inaccessible in the event of them being stolen. Minimised the impact on users during the process, by ensuring the correct configuration and encryption. Ensured the seamless transfer of IT systems to new owners of a divested business, preventing any disruptive impact, by creating support documentation and providing the ‘extra mile’ assistance to facilitate the transfer to schedule.Enabled users struggling with Microsoft Lync, to increase their use of the software and reduce the number of support calls directed at IT. Delivered training programmes to demonstrate system capability and the instant message voice and video systems.Assigned full time to a diverse number of projects including Windows XP elimination, SAP Migration’s and new company acquisitions.Managed proactive life cycling of devices as they became end of life without causing business impact to users, including purchasing, building, user data transfer and installation.Worked onsite representative for specialist teams including Network and Server specialists carrying out all onsite work on their behalf.Supported mobile technology including iPhones, iPads, Android and Blackberry devices and Nokia phones.

Reported direct to the Service Desk Team Lead, and responsible as first point of contact for all Cargill users based in EMEA for any IT related issue, and providing remote support via email, telephone and instant messaging.Achieved a target of resolving 50% of issues reported within the first 10 minutes.Diagnosed and resolved customer incidents via remote support and escalated cases where necessary to dedicated support teams.Correctly assessed and prioritised the impact and urgency of issues and ensured they were resolved by specialist teams within agreed SLAs. Ensured users were kept informed of progress with their incidents via telephone or email.Created help desk documentation with step by step instructions on problem resolving techniques.Maintained Meridian telephone system completing user administration, configuration, proactive maintenance as well as resolving faults.Identified when major incidents were occurring and proactively notified users to reduce load of urgent calls on the service desk as well as coordinating initial response as issue was passed to team responsible to resolution.Completed user administration, including new user set up and account configuration.Lead service desk tasks as part of a project to create a software delivery portal that greatly increased the tasks that service desk agents could complete reducing number of calls escalated to second level teams and increasing number of first contact resolutions.