Project Delivery:• Lead and participate in projects aimed at enhancing the digital workplace experience, such as system upgrades, new feature rollouts, and integrations with other business applications.• Develop project plans, manage resources, and ensure projects are completed within scope, time, and budget constraints.• Provide guidance and training to end-users and conduct post-implementation assessments to measure the impact of digital workplace projects.3rd Line Support:• Act as a subject matter expert (SME) and provide third-line technical support to our M365 support team, to resolve complex issues and ensure timely incident resolution.• Investigate and diagnose system problems, identify root causes, and develop and implement solutions.• Document solutions, best practices, and knowledge base articles to facilitate TSC support.Collaboration and Stakeholder Engagement:• Collaborate with business units and departments to understand their unique digital workplace needs and requirements.• Act as a liaison between IT and end-users, gathering feedback and driving continuous improvement of digital workplace solutions.Training and Documentation:• Develop and deliver training sessions for end-users and IT support staff on the effective use of digital workplace tools.• Create and maintain comprehensive documentation, user guides, and FAQs to facilitate self-service support.

Working as part of a team to scope, develop, implement and operate new services based on M365.Create and maintain detailed documentation of M365 processes and procedures.Identify opportunities with existing systems and processes where collaboration tools can greatly improve ways of working across the organisation.Ensure the operational health of the M365 environment including security, availability, performance and reliability.Primary 3rd level support of M365 environment on a Global level.

Working within a Pan European IT team (both office based and virtual) providing 2nd Line Support to internal business colleagues across Europe.Provision of support and effective communications with 1st Line teams to ensure unresolved tickets are brought to a successful conclusion, in an efficient and time-based manner.Work within internal project teams to ensure new applications are tested, new configurations are workable and IT policies are successfully deployed across the business.Coaching and support of new starters to the team to increase efficiencies and value to the business (i.e. Apprentice Employees).Log 2nd Line customer enquiries and manage expectations to ensure all cases are efficiently and professionally dealt with and where possible exceeded.Liaise with management and engineering teams to ensure customers are fully supportedManage escalation process within the organisation to ensure customer issues are resolved.Improve device management (PC, laptop & mobile devices) by migrating & maintaining the management of devices in Intune.Product Owner Cover – Providing cover for line manager during absence including, but not limited to escalation point for team, managing current projects.

Provision of 1st Line Support for English speaking internal clients (including ‘hands-on’ 1 to 1 support and direction over the telephone / e mail etc).Provision of appropriate direction and guidance to internal clients, ensuring that I tailor my approach to fit with the learning needs of each client / situation Ability to multi-task and analyse complex situations, crisis management (i.e., Virus/Spam/Security issues across Brother) and arrive at timely solutions.Efficient and accurate management of all tickets from start to completion.Working as part of a team in order to provide added value to the business.

To provide customers with exemplary and efficient after sales support in the event of equipment failure or operational enquiries, and to provide service that will meet or exceed customer expectations.