IT Support Analyst
New York University
Total years of experience :22 years, 3 Months
I am currently working as an IT Support Analyst at New York University Abu Dhabi.
I am currently employed by Barclays Bank, working as an IT Support Analyst based in the Sunderland Contact Centre. I work as part of the onsite support team who cover desktop and telephony support. My main job responsibilities are 2nd line desktop support, installation of new desktops, laptops and peripherals, repair/maintenance of hardware, installation of software, AD user account management, data share access management, data backups, telephony user setup, and telephony support. This involves supporting the IVR and call routing systems, and call delivery systems that are used by Barclays. As the Contact Centre is run 24/7 - 7 days a week and calls are routed to India, server and telephony checks have to be run 3 times a day - 6am, 9am, and 6pm. The main aspects of these checks are to inspect all servers ensuring there are no errors, ensuring that IVR is working and calls are being routed to the correct agents, and also that call recording is being run correctly and backed up. In addition to my duties at the Contact Centre, I am also responsible for providing desktop support to other Barclays sites located elsewhere in the North-East of England. Recently, I have been involved in a large scale project, setting up a building with new systems to deal with the addition staff that the bank has employed to deal with PPI complaints. I had to do a site survey to recognise how many desktops were required, what specification was required, install dual monitors, and also set up accounts for the 200+ new starters.
In my role with Getronics, who are a worldwide ICT Services company, I was employed as a Desktop Support Analyst, working on the Barclays Bank contract. I was responsible for providing desktop support to the banks 1800+ systems in the North-East of England and to parts of Scotland. I also provided support to laptop users who work in different locations, or work from home, accessing the corporate network via VPN and 3G technologies. My duties included providing 2nd line support, installation of new hardware and software, break/fix on hardware and software, and AD user account management. With the company being a service provider to Barclays, all calls had to be completed to strict SLA’s, which meant that call management was a major priority. Being the sole Support Analyst in the North-East of England it was imperative that all calls were prioritised and completed in the given timescale. Whilst I was employed by Getronics they introduced a Daily Activity Report to map our utilisation, and it showed that I was constantly achieving a high number of call closures, often achieving the highest amount of calls in the Desktop Support team.
Work as part of the Desktop Support team in supporting the authority's 3000+ desktop systems.
Provide 1st and 2nd line support for the authority's systems using remote tools, email or face to face.
provide support for the authority's various peripherals such as printers, scanners, plotters, and Blackberry's.
Responsible for the installation of the authority's PC's, printers, and peripherals.
Create maintain, upgrade desktop images.
Provide 1st line telephone support using remote tools.
6 GCSEs A-C.