2Nd Line It Support Technician
Provided comprehensive technical support for software applications and hardware to a user base of 2000 across multiple sites in the UK and Ireland. Proficiently diagnosed and resolved Citrix environment issues, optimising server performance. Successfully met SLAs and ITIL standards, resolving incidents and fulfilling requests promptly. Delivered specialised support for VIP users, including mobile devices, ensuring productivity. Offered out-of-hours support for critical incidents, minimising… Show more Provided comprehensive technical support for software applications and hardware to a user base of 2000 across multiple sites in the UK and Ireland. Proficiently diagnosed and resolved Citrix environment issues, optimising server performance. Successfully met SLAs and ITIL standards, resolving incidents and fulfilling requests promptly. Delivered specialised support for VIP users, including mobile devices, ensuring productivity. Offered out-of-hours support for critical incidents, minimising operational impact. Conducted troubleshooting for access points and network connectivity, ensuring uninterrupted service. Addressed VPN connectivity issues promptly, facilitating remote access. Contributed to Service Desk efficiency by generating new support documentation and updating processes. Troubleshot and resolved technical issues to restore functionality. Show less