Service Desk Analyst
Omnicom Media Group
Total years of experience :15 years, 7 Months
Currently working at OMG UK supporting a user base of 1500+ across 6 sites onsite and remotely as part of the wider shared Service Desk. Based physically onsite in a satellite office which contains 400+ users including VIP’s. Supporting an environment consisting of HP hardware running Windows 7 and Mac.
Responsibilities:
Provides first and second level helpdesk support which includes receiving calls, opening and logging helpdesk tickets, addressing issues that can be quickly resolved and routing trouble tickets to the appropriate resource. Approximately 30-40 calls a day.
Installing and configuring IT hardware and software
Diagnosing and solving hardware faults
Replacing parts as required
Responding within agreed time limits to any given call
Dealing with multiple problems at a time
Effectively prioritising calls to ensure those that have greatest impact on the business are resolved first - understand who the ‘VIP’ and other special users are.
Conducting checks on computer equipment, especially A/V and V/C equipment in meeting rooms
Updating the Call Management System in a timely manner
Working to agreed procedures for Call Management, Change Management and Operations Management
Seeking support from IT Service Desk Site Lead and the IT Service Desk Team Leader for calls that pass their due dates, or where more experience is required in resolving a call
Escalating major incidents to IT management quickly and clearly.
Technical:
• Desktop/Hardware Builds, Support & Maintenance
• Microsoft Windows 7- Installing Windows, joining domains, fixing errors on start-up.
• Office 2013- Outlook additional mailbox set ups, installing office applications, plugins, troubleshooting errors on excel, word etc.
• Active Directory Administration-Creating and managing users, account lockouts, reset passwords, account administration.
• Network troubleshooting skills (TCP/IP/DNS/DHCP)-
• Desktop Imaging Software (Altiris Deployment Console/Ghost/SCCM)-supporting and setting up new users on laptops.
• ITIL best practices
• Macs -
• Exchange 2013 -Creating Distribution List and Security Groups, removing and adding users to mailing lists.
• SharePoint 2013
• Wide practical knowledge of complex media software (DDS / Media Ocean) -Installing applications, troubleshooting specific errors on DDS.
• Symantec e.g Enterprise vault, Endpoint Protection and Backup Exec
• Nasuni Cloud Storage
• Cisco Unified Communications Manager (Cisco IP telephony, Jabber & WebEx)- Creating Cisco IP and jabber accounts, installing WebEx plugins.
• Mobile Iron (Mobile Device Management), Mobile device troubleshooting- Apple, HTC, Samsung
Supporting the work of the senior management team, including secretarial, diary management and administrative support and minute taking, this helped to improve organisational and structural skills.
•Incoming/outgoing post management; archiving and filing.
•Administering purchase order processing system-Raising PO's.
•Arranging and conducting test administrations which include literacy and IT testing. Undertaking test marking and providing feedback to candidates
•Assisting with budget expenditure and income and monitoring and evaluation systems ensuring they are recorded, accurate and on time, including credit card logging, dealing with queries about invoices. This required excellent attention to detail to ensure budgets and income was monitored correctly.
•Monitoring and maintaining office stationery supplies using good organisational skills.
•Coding and processing invoices received in preparation for authorised signature by the appropriate senior manager. This includes chasing overdue invoices, when necessary. Required excellent communication skills in order for payments to be timely processed.
•Promoting good office and IT ‘housekeeping' throughout the division.
•Providing support to staff in the department around: induction, training on systems and office management procedures. Using good interpersonal skills was essential to ensure each staff member was correctly informed and trained.
•Researching and gathering information, helping to produce management reports and papers for external partners, the management team and Group Board.
•Producing reports from database on performance for internal and external use.
•Co-ordinating the receipt of information from partners for monitoring purposes. Compiling the data returned as appropriate.
Operating the till and accurately handling cash, cheques and credit/debit cards, serving customers face to face in a fast paced busy environment.
•Assist in changing displays of shop stock, receiving deliveries requiring excellent time-management skills.
•Assisting with regular stock checks and annual stock takes which helped develop organisational skills and required close attention to detail.
•Follow cashing up procedures by being accurate and responsible.
•Being vigilant at all times and to help minimise stock loss.
Answered and logged IT service requests received via phone, web-logged calls or email.
•Escalating calls to the appropriate resolving group as required.
•Responsible for managing backups
•Troubleshooting Issues with Desktops, laptops and peripherals.
•Supporting and maintaining MS Server/Desktops and MS Exchange
•Setting up, configuring and installing new software to new laptops and desktops
•Ensuring security and upgrades are applied to desktops and laptops and kept up to date
•Antivirus installation to all desktops and laptops
•Ensuring all logs for equipment and users are maintained
•Setting up new users and disabling expired accounts.
Core Modules: IT Security, Network and Operating Systems, System Theory, Object Orientated Analysis and Design, Systems Architecture, Electronic Commerce. Languages: SQL, PHP, HTML Final Year Project: “Online Ticketing System” - Designed and developed a Website for a tech solutions company using MYSQL and PHP to Log tickets and keep track of jobs.
for IT Practitioners (DDD)
6 A-C grades in subjects Including Maths and English.
