Desktop Support
Clyde & Co LLP
Total years of experience :21 years, 3 Months
•Working on the IT Service Desk as a 2nd Line Technician handling all incoming IT escalations from our 1st line team and using various troubleshooting techniques to find the root cause, this could be typically up to 20-50 calls per day
•Using an ITSM tool to record, manage and escalate all support tickets, this currently being Support Works
•Exposure to various technologies, including advance CISCO IP Telephone knowledge and Windows 8.1 Enterprise desktop environment, intermediate knowledge of Exchange and SCCM, basic understanding of SQL and Lotus Notes admin
•Fully competent with the process of Desktop imaging using SCCM to complete builds
•Advance troubleshooting skills against MS Office applications, an integrated DMS system. Also advance skills with remote working including Citrix, VPN by using authentication tokens and configuring and troubleshooting mobile devices
•Multiple international experience with office start-ups/relocations and full firm wide desktop upgrade rollout
•Complying to SLA standards at all times which includes following a Major Incident process
•To maintain a high standard of Customer Service and assist with user needs efficiently and promptly
•Handling of sensitive data and adhering to company security and approval polices at all times.
•Ensuring IT processes are followed for staff members joining/leaving the firm such as creating AD accounts/mailboxes
•Adhering to strict security polices which includes following a contingency process due to Virus Outbreaks
•Assisting our 3rd Line team with physical server work including patching, racking and installing servers/switches
•Greet guests and assist with visitor registrations which typically could be up to 150 visitors per day and to escort all visitors to the their relevant internal host or PA paying special attention to VIP visitors
•Deal with incoming visitor registration emails and process them through the building management system
•Carry out duties at the meeting room helpdesk which controlled all large meeting rooms, including the Chairman’s Boardroom and Private Dining Rooms as well as the Auditorium which had a capacity of up to 200
•Handle all meeting room requests via phone and email ensuring confirmation is sent to clients in a timely manner and to enter all new bookings and update existing bookings through the booking system.
Greet and assist up to 150 guests per day whilst adhering to the hotel’s 5 star standards
Handle all reservation enquires via phone and email ensuring the correct room rates were quoted and reconfirming existing room bookings, typically dealing with up to 50 calls and emails per day.
Carry out check-in process by receiving all necessary documentation for legal and billing purposes such as passport details and ensuring cash or credit card deposits were received
Carry out check-out process by taking payments by cash or credit card and ensuring guests receive a prompt but professional departure from the hotel
To greet and assist all 2500 on-board passengers whilst adhering to the cruise line’s 5 star standards
Assist guests with general enquires including complaints, on-board accounts, immigration requirements, shore excursions as well as operate the switchboard which handled up to 500 calls per day
Provide a lost luggage service which included liaising with airlines and couriers
Handle all incoming sales enquires in a professional manner, which included a portfolio of three 5 star hotels
Respond to up to 400 incoming phone and email enquiries in a prompt and efficiently manner.
Quote current hotel rates and actively promote the hotel brand to prospective guests
Enter all new bookings and update existing bookings through the reservations booking system
Ensure confirmations were sent to guests in a timely manner by using a central email messaging system.
Working in a similar role at a central reservations office which had a portfolio of 12 hotels and took daily call volumes of up to 1000 calls within in a team of 30.
Provide food and beverage service in a professional manner adhering to the hotel’s 5 star standards
Directed by the head waiter to carry out duties such as serving up to 100 guests per sitting
To process and handle cash and credit card payments
Working at a 4 star hotel serving up to 200 guests per shift with food and beverage