I am a member of the IT Service Support team who supports 800+ users across three buildings in reigate and one other in Norther Ireland.I have experince using the SCRUM (Sprint) method to deliver our team goals. Other responsibilities include software & hardware support, office laser printers, amending user accounts/permissions within Active Directory & exchange.

Part of a Helpdesk team providing support for touch screen tills in restaurants/bars based in the UK and Netherlands. Logging faults accurately using Tesseract call logging software and aim to resolve incidents promptly. Assessing any programming issues and resolving accordingly. Assisting restaurants with their daily stock and cash figures and to resolve any cash discrepancies. Providing support for Chip and Pin devices, escalating to 2nd line team if required.

Part of a team within an ITIL environment assisting 2000 esure employees. Logging faults accurately using ‘Remedy’ call logging software and aim to resolve incidents within a specified time. Escalating to 2nd line team if required. Administrating system access to all esure staff i.e. folder permissions and internet levels. Creating and removing user accounts using Active Directory.

Part of a team within an ITIL environment assisting 5000 Friends Provident employees. Logging faults accurately using ‘Axios Assyst’ call logging software and aim to resolve incidents within a specified time. Escalating to 2nd line team if required. Provided support to all customers using MS Office, Windows NT and XP plus other bespoke software. Raising major incidents while following the Incident Management Process, aiming to restore a normal service operation as quickly as possible and to minimise the impact on business operations. Managing employees’ accounts, resetting passwords using Active Directory and Gladis PCOM Mainframe system. Testing of new products to ensure the Helpdesk team is fully supported and provide any relevant information to the team if required. Responsible for sending customer satisfaction surveys to Friends Provident employees regarding the Helpdesk service, collating the responses and acting upon them. Responsible for training new team members into the Helpdesk role.

Day to day management of shop front. Dealing with client bets instore or on the telephone. Handling cash and banking duties. Manual settlement of bets and responsible for monitoring client activity in case of fraud.