Prestwick, Scotland, United Kingdom
Part of a new internal helpdesk supporting Glasgow and London users. Support staff via phone, email and face to face. Log calls and take responsibility of call until resolved. Create new user profiles on Active directory, Exchange accounts, MS Lync accounts, Voicemail, RSA tokens, Blackberries, iPhones and iPads. Support Rich, thin and zero clients using Windows XP/7, office 2003,2010,2013 Support users working remotely from home. Support AV meetings. Assist in the upgrade of HP desktops to 10 Zig zero Clients.
Site management and support for 100 customers in our Glasgow office. Travel to UK and European offices when required for project work. Supporting heavily customized Windows 7 Desktops/Laptops with Office 2010. Helping customers with setting up their home equipment to allow them to work remotely on their PCs, iPads, iPhones and an assortment of smart phones. Configuration and support of MS Lync unified Communications and Telephony. Time and workload management skills due to high priority of incidents and working on my own. Keeping calm and focused during periods of high pressure or major incidents. Build and configure Desktops/Laptops for new employees ensuring they have access to everything they require before they start. Full configuration and troubleshooting of Blackberry's on enterprise server. Setting up Customers with ActivIdentiy Tokens. Hard tokens and soft tokens. Perform daily and monthly backups and use the tapes to recover lost data. Maintaining stock levels to ensure adequate spares are available. Set up and supported equitrac print solutions.
Assisting with the upgrade to Windows 7 on over 500 student desktops. Supporting MVLS Staff and Post Graduate Students over 3 sites across Glasgow and a further 3 NHS hospitals where some tutors were based. Supporting Staff with different hardware and software needs including Mac OS, Red Hat and Solaris. Assisting customers with setting up an assortment of laptops and desktops for use on the University Network by installing AV software and assigning an IP address. Setting up Novell accounts for new users. Providing help to customers in selecting new equipment that will perform the tasks they require. Recovering lost/corrupt data from Hard Drives. Advising staff and students on how to backup work. Upgrading/Replacing Hardware i.e PSU, Hard Drives, RAM Etc