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 the firm transition to and implement the full Microsoft 365 suite, including SharePoint, PowerApps, Power Automate and InTune. Writing and maintaining guides within the IT Knowledge Base, both in-depth technical guides for use by other team members, as well as less technical guides for use by users.

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 firm's legal file management software (Visualfiles) as well as various other software as required. Troubleshooting and first-line support for various Citrix softwares, both through receiver and latterly assisting in migrating users across to the Workspace Desktop and Apps platform. Setup and maintenance of telephone helplines through CUCM and Cisco Unity, including setup and continuous changes to hunt pilots, hunt lists, line groups, call handlers and voicemail boxes. Ordering new IT equipment through various suppliers, building a rapport with each of them and constantly pushing to get the best prices. Orders are tracked through a PO system, with requests made and authorisation provided by relevant line managers and directors through a workflow within Sysaid. Setting up of new IT equipment such as laptops, mobile phones and peripherals. This includes imaging and setting up of new machines, adding to domain, and adding MAC addresses to filter through Cisco Wireless LAN Controller. Providing first-line support for various other software including Reapit, Citrix Sharefile, Microsoft Office, Winscribe, Winzip, Zoom and Adobe Acrobat. Creation of knowledge guides to add to the knowledge base in addition to maintaining and upgrading existing guides.