Technical Support Analyst

• Dec 2022 - Present

IT Technician

• Sep 2021 - Dec 2022

IT Support Engineer

• Sep 2018 - Sep 2021

Primary Responsibilities: - Responding to wide range of both telephone and email based support calls (both 1st and 2nd line) from end users, who are using a variety of company issued devices and responding to them in a timely and user-friendly manner in accordance with the SLAs in place. - Logging, updating, closing support calls and documenting support call information for potential future use as training resource or for non-departmental use, such as HR. - Issuing timely and user-friendly updates regarding security threats, device operating system patches and manual remote installations of new and existing software on company devices. - Diagnosing hardware and software based issues on company devices and fixing them within SLA timescales. - Setting up laptops, tablets, phablets, mobile phones and printers and the software that is implemented on them. - Administrating on Active Directory, Exchange and Microsoft 365 Admin Centre to set up, update, edit and close user accounts and profiles across the company network in accordance with GDPR. - Maintenance of databases of sensitive and non-sensitive information and the access required per individual end-user in accordance with GDPR.- Liaising and communicating effectively with senior management, colleagues and suppliers to ensure work-processes are achieved seamlessly in a professional and effective manner.Secondary Responsibilities:- Liaising effective communication and project work with the contracted 3rd line support outsource company in order to deliver heavy workloads to expected timescales.- Procurement of up-to-date hardware (laptops, tablets, phones, servers, etc) to be deployed in the Operations Team, the Head Office and additional satellite offices that suit the end-users needs and requirements whilst also fulfilling the longevity and durability expectations of IT kit.