IT Technician

• Dec 2019 - Present

Providing primarily first and second line business as usual technical support to an end-user base of over four thousand across multiple tenancies and domains in sectors such as Education, Health and Local Government Authorities. Ensuring that the utmost highest level of customer service and technical support is provided via various methods such as on-site, telephone, email via the organisations self-service portal. The day-to-day responsibilities included but certainly not limited to:•… Providing primarily first and second line business as usual technical support to an end-user base of over four thousand across multiple tenancies and domains in sectors such as Education, Health and Local Government Authorities. Ensuring that the utmost highest level of customer service and technical support is provided via various methods such as on-site, telephone, email via the organisations self-service portal. The day-to-day responsibilities included but certainly not limited to:• Participating in a out-of-hours on-call service for business critical related issues• Identifying, logging and prioritising of Incidents and Service Requests with end-to-end resolution • Resolution of Incidents and Service Requests within agreed customer Service Level Agreements• Creation, monitoring and maintaining of Standard Operating Procedures and processes • Administration of MDM platforms such as VMware AirWatch & MobileIron• Administration of Active Directory and Microsoft 365 services such as Azure, Exchange and Teams • User administration and support for over one hundred business applications• Collaborating with Problem Management and Continual Service Improvement• Mentoring and training of new recruits and junior members of the team• Acting as a escalation point for highly technical matters for the team• Use of ITSM Toolsets (Service-Now) and desktop remote support tools • Desktop and some server and network support• Commission and decommission of IT related equipment• Administration of Managed Print Services with as Xerox & Ricoh Show more Show less

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