Vu Phan Email & Phone Number

Nether Alderley, England, United Kingdom

Wilmslow, Cheshire, United Kingdom

Wilmslow, Cheshire, United Kingdom

Working as part of the service desk team, my main duties are to log and progress incidents and service requests raised via telephone, email and walk-in. Manage incidents and requests through their life cycle, from creation to closure ensuing users are communicated with regular updates at all time. I have to ensure that all incidents and service requests are dealt within the agreed SLA target. As the nature of the business is very demanding I have to provide 1st line resolution for incidents and service requests wherever possible. Being a team player is key in this role to provide assistance and support to all team members where required. Currently working in an ITIL environment with awareness of the practices. I’ve also invested in my own time to learn and pick up some 2nd line support knowledge and skills. From desk side support to server room maintenance. Day to day responsibilities:· AD - Password resets and account unlocks· Mainframe password resets(IBM, Fujitsu, Royal Liver (ATOS)· General troubleshooting· Hardware and Software diagnostics· Clear swift email filter releases (SEG)· AD - Account management and permissions setup· VMware - Reset of machines and troubleshooting· Pulse VPN queries and troubleshooting (remote access)· RSA console administration· Online services queries and password resets· Managing the helpdesk inbox· 3rd party call logging· Good Mobile control· Lync server administration· Exchange management console· Software roll out via SCCM deployment

Manchester, United Kingdom

Key Responsibilities:•Welcoming customers and visitors into the shop•Handling cash quickly, accurately and responsibly•Promoting products and driving Multi-Channel services (online, mobile, tablets, apps, machines)•Promoting gaming machines and Self Service Betting Terminals (SSBT’s)•Providing a friendly and efficient service so as to encourage repeat businessTalk to customers with a view to identifying opportunities to promote profitable turnover•Deal with customer complaints and comments in such a way as to enhance customer loyalty, resolving as many as possible in the shop.•Maintain customer service throughout the shop according to Divisional standards•Contribute to colleague training•Open and / or Close the shop and work alone during certain hours•Prepare and implement staffing schedules as agreed by your Manager•Adhere to Human Resources Policies and Procedures