Providing global support for hardware and software issues. In this role I have worked in both a 1st/2nd line environment aswell as been involved in a hardware deployment project.Main responsibilities include timely resolution of calls within service level agreements, stack management, remote and face to face support across different platforms, desk moves and mobile support.

Within my role at Fujitsu I supported the Home Office contract in a 1st line position before moving into an Incident management position. This involved dealing with high volumes of calls due to the large user base to fix all type of IT issues or queries. Responsibilities included providing a high first time fix rates, ownership of calls right through to resolution and escalating of incidents to resolver teams where appropriate.