Watford, England, United Kingdom
Highly motivated, professional and experienced Technical Support Lead with a proven record of providing exceptional support across a broad range of industry sectors. Excellent interpersonal skills combined with a focused approach to working well in a team environment. Consistently demonstrates the ability to think analytically, work effectively under pressure whilst maintaining high standards and producing work within required deadlines. I pride myself on being a committed and hardworking individual who is confident, polite and professional at all times.
To provide technical support, advice and training regarding the lan/wan, IP telephony and AV video conference systems. Including desktop support for internal users throughout UKEMA. Provide support for mobile devices, alongside the associated applications delivered through mobileiron.
To manage the helpdesk & support staff to ensure that agreed targets are met and appropriate standards achieved. Implement robust processes to ensure that a high quality of service is provided to both internal and external customers. Maintain service levels and agreements with relevant IT suppliers Provide reports on the early identification of issues and ensure minimum risk to the business
To manage the helpdesk and ensure that agreed targets are met and appropriate standards achieved. Develop and implement robust processes to ensure that a high quality of service is provided to both internal and external customers. Implement methodologies to improve first call resolution. Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensure minimum risk to the business. Analyse help desk activity and make recommendations for increased organisational efficiency and effectiveness. Train helpdesk staff to ensure that support is provided in a consistent manner. Implementing staffing and scheduling models to ensure guaranteed coverage to the business. Ensure that regular training and appraisals are provided to helpdesk as required to ensure members of the team are able to provide the best level of customer support. Administration of email servers (MS Exchange) for company-wide email and for management of email handling systems for clients across multiple sites. Basic operational support for internal employee computer systems. Administration and maintenance of Matthew Arnold & Baldwin’s internal systems. Administration of daily, monthly and year end backups.
First level response and resolution of support calls raised with the Help Desk. Timely and accurate recording of calls made on the Help Desk System. Effective management of workload, prioritising by scope and impact to the firm. Escalation of calls to the Supplier, Support Team Leader, Services Co-ordinator or Applications Team Leader as appropriate. Delivery of basic IT induction training. Maintenance of application and configuration documentation. Floor based support for users and implementation of software, devices and consumables. Contribute to IT Knowledge base to help IT colleagues with issue resolution.