Operations Support Analyst
Telefonica UK (O2 UK) (Tesco Mobile)
Total des années d'expérience :18 years, 10 Mois
• Supporting Windows 7/XP desktop user environment in a Microsoft Windows 2008 - 2003 Server infrastructure based in an Active Directory within ITIL environment.
• Resolve incoming incidents on the first call, wherever possible, or ensure they are accurately logged and assigned to the appropriate resolution team with minimum time delay.
• Ensure all incoming calls are managed and structured in accordance with department guidelines and procedures, providing an informed and quality service to internal customers, setting expectations (communicating SLA, incident log number).
• Allocation and administration of shared mailboxes
• Outlook set up, email migration support and email configuration, Shared mailbox administration
• Working experience in compliance (SOX / PSN regulation) and liaising with CSI Team.
• Request and case logging using Amdocs and Remedy
• To co-ordinate the provisioning of requests received via Access Control Online Form including request received from Ventura, Efunds, Teletech and Third Party’s suppliers for use both within and outside CLIENT UK, ensuring that agreed service level targets are met.
• To support the completion of audits on access control by providing any information requested by the auditor (internal or external).
• To support the production of access control related customised reports on an ad-hoc basis, ensuring that the information is readily accessible.
• To support via email and telephone client and external/third party companies with system access requests(over 75 systems) as well as ongoing support for ongoing IT related queries
• To administer the ISS database, ensuring that records are up to date and that regular review are conducted to maintain the integrity of all access control information for the following CREATIONS, DELETIONS, and LEAVES/MOVERS.
• Complete all user requests by sending out correct notification email to ensure customer satisfaction and consistent level of service delivered.
• Providing 1st & 2nd line support to all Leeds City Council staff by phone, emails, receiving and recording problems from customers.
• Using a variety of system tools to resolve the problem and escalating and tracking issues where necessary.
• Support of AD, MS Exchange 2007, File and Print servers, Lotus Notes.
• Providing support to all council staff and 3rd party companies on Windows 7, XP, Novell system.
• Answering the telephone calls and resolving all type of customer issues.
• Log the calls via Remedy and Remedy On Demand call logging system and escalate as required.
• Provide support to all council’s bespoke applications.
• Support and manage the NTFS and shared level permissions on all File Servers.
• Supporting Windows 7/XP desktop user environment in a Microsoft Windows 2008 - 2003 Server infrastructure based in an Active Directory within ITIL environment.
• Resolve incoming incidents on the first call, wherever possible, or ensure they are accurately logged and assigned to the appropriate resolution team with minimum time delay.
• Ensure all incoming calls are managed and structured in accordance with department guidelines and procedures, providing an informed and quality service to internal customers, setting expectations (communicating SLA, incident log number).
• Accurately log all incoming incidents/queries/requests, and ensure they are prioritised and progressed in accordance with department guidelines and procedures.
• To carry out Access Control activities including creating and amending 40 different O2 systems, mailboxes, distribution lists and being familiar with which business areas use particular systems.
• Meet assigned individual KPIs relating to call and case quality, telephony activities, and technical fixes.
• 1st line support to Logica clients (Vodafone, The Bank of New York Mellon and Liverpool Victoria Friendly Society) within ITIL environment.
• Support to Logica customers for bespoke payroll software/applications.
• User account administration including password resets for various applications including
Oracle Self Service and iPayview applications.
• Support by email and to logged on Excel for import in to Helpdesk call management system.
• Working and support of Microsoft Office applications including Excel and Outlook.
• Prioritizing the workload and to work within strict SLAs.
• Support and monitoring the Helpdesk mailboxes and identify to other team members (2nd Line support) any issues that are not related so that these can be progressed as appropriate.
• Experience of calls logging, diagnosing and resolving technical issues on site, over the phone, remotely and email based solutions.
• Maintain accurate records and logs of incidents via call logging systems.
• Administration of Windows 2008, 2003 Servers LAN based on Windows platform.
• Administration, installation and Troubleshooting of site DOMINO LOTUS NOTES Email server(new email accounts and groups creation, deletion, new lotus database creations, planning and managing the all ACLs (Access Control Lists) of all address books and databases at site notes server).Responsibility and troubleshooting of Lotus DB and MTA server.
• Administration, Support and Maintenance of Active Directory(accounts creation deletion, define the new AD policies, access rights with 700+ domain Users) DNS server, MetaIp (DHCP server) and full administration of SAV server.
• Responsibility of Data Backups (using Bright store ARC Serve), control the Print & scan server (using HP, Xerox and Konica printers).
• Responsibility of Proxy Server (Bluecoat) with user accounts, policies, blocking of different protocols, services, websites as well as recovery and backups of Proxy server.
• Administration of VPN circuits from site office to head office (Japan).
• Administration of Windows 2000 Servers, LAN based on Windows 2000 Server, Windows 2000 Professional and windows XP Professional.
• Support and Maintenance of Active Directory Servers (450+ Users) DNS, DHCP, Email (Domino Lotus) servers etc.
• Installation and Configuration of Windows 2000 Server and Windows 2003 servers.
• Maintaining and updating DNS servers according to the network changes.
• Administration of Lotus Domino Server and also configuration and troubleshooting of Lotus Notes 6.5.4 at client end.
• Installation and configuration of softwares like PDS (Plant Design System), Citrix MetaFrame, Intools, Staad Pro & Foundation, Auto Cad (all versions).
• Responsibility of the Deployment and configuration of Wireless LAN and solve out the related problems.
• To make the daily, weekly and monthly backup and troubleshooting the backup problems by using NOVANET and VERITAS Backup systems (Symantec).
• Managing the print servers over the domain and solve the related issues.
• Research and development in the area of Information Technology assigned by the lead.
• Evaluation and testing of new products, services and software for multiple operating systems.
• Configuring new Computers and fixing the Computer problems relating to hardware and software.
• General responsibilities include setting up of systems includes installation of operating system and local network.
• Installation & Configuration of Emails in MS Outlook by using Exchange Server, Printers, Network Troubleshooting and all the client end related problems.
• Client end support regarding to all matters like network problem, printing issues, installation of required softwares.
70 % Marks