To provide technical support/user administration of End User related services acting as an escalation point for 1st line teams
To ensure that requests for assistance, incidents and Service Requests are properly logged, assigned and responded to within service level agreements and according to agreed standards and procedures.
Ensure appropriate focus is given to logged calls by the support teams, depending on the priority of the call, aiming to keep allocated tickets up to take within a 24 hour window
Strong ability to work under pressure and to short timescales
Responsibility to create knowledge articles for peer use and knowledge transfer between Service Desk levels
To ensure adherence to escalation procedures. Respond to escalated, complex and high impact user calls within service level agreements.
To receive requests for assistance from users in a customer-friendly and professional manner and maintain accurate log entries of incidents, queries and Service Requests with full details and contact information.
To search documentation and previous requests for assistance on related topics to establish possible solutions to calls.
To respond to requests for assistance by providing information to enable callers to solve their problems. Maintain accurate log entries of contact with resolution details and follow-up information. Encouraging self-help and self service via knowledge transfer
To act as a point of escalation within the Service Desk
DMS, iManage. Assignment permissions, creations, security administration. Workspace roll forwards.
Remote support controls, Bomgar, MS Teams
Current Windows OS knowledge, deployment to end user support
Azure Virtual Desktop, creating VDIs, allocating resources (Nerdio)
Deployment tools, Comp Portal, inTune, Endpoint Manger for assets both hardware and software
Current Microsoft Office knowledge, add-ins, deployment, support
iPhone (iOS) and mobile broadband knowledge / Softphone support (Five9)
Current Microsoft Server OS
Active Directory, creating groups, restricting OUs, Group Policy management. Server 2012 and above background required.
MS PowerShell, building scripts, creation of accounts and mail accounts.
Power Application administration, Microsoft Power Bi, Dynamics 365
Networks, DHCP, VPN (Direct Access), DNS, Firewall, SPF and IP records, lease management, switch patching, VLAN
Business applications, Caseware, CCH Personal Tax, APT, Alphatax
Bitlocker and MBAM portal
Web services administration, SharePoint, creating sites, sub-sites, permission and user account management
NTFS share permissions, login scripts, Robocopy, User profiles both local and server
Office 365, Cloud apps, OneDrive, Azure, AAD