Providing contracted services in areas such as IT Service Delivery, Technical Support, Software Implementation and IT Service Improvement

Acting as an escalation point for first-line analysts for tickets that require greater technical understanding or when dealing with contentious situations. Implement new software into the firm, for example Docusign, including running through the onboarding process with contacts from the software company, setting up SSO and structuring a testing program and then rollout plan to users. Being a driving force to get IT projects over the line, acting as a liaison between different parts of the business, organising meetings and providing solutions where there a differing points of view. Helping...

Providing First Line Support on service requests and incidents logged via Sysaid Service Desk system and through telephone helpline. Whilst a small amount of this is in person support, the vast majority is remote support using Dameware remote control software and occasionally Teamviewer. Escalation of requests and incidents to second- and third-line support when required. Setting up of new user accounts using Exchange 2016 and Active Directory, as well as provisioning of telephone numbers for each new user through Cisco Unified Communications Manager (CUCM). Users are also set up on the...