Feb 2014 to Now
Contract 1st Line Support to Legal Practice
In February 2014, DAC Beachcroft hired me on contract to bolster their IT Help Desk operation.
Taking Tickets filed by Phone, Email and Voicemail, logging them into their Alloy ITIL system, and dealing with the initial support phase. Predominantly, support is over the phone and using Citrix, MSTS and other tools to remote in to perform incident investigation.
The role heavily called on communication, ITIL and problem diagnosis skills. Prioritisation of workloads, collaborating with team colleagues and the wider estate are also a key requirement.
Key Technologies and Applications:
- Active Directory
- Exchange Server
- MS Office Suite
- Carpe Diem
- Alloy Navigator Enterprise
- Support Works
- Visual Files
- MS Terminal Services & Remote Desktop
- Avaya Telephony
- Thompson Reuters Elite Billing