Jason Heeley

As a member of a five strong team I was the initial contact for a userbase of around 4-5 thousand users.

Aiming to provide a first time fix where possible, ensuing capture of all information on Service Now and passing to other support teams after triage.

• Service Now
• Office O365
• Entra
• Simple Hands - remote access
• Vodafone - account management

• To our varied user base of designers and business functions I provide the following deskside and remote support:
• Hardware support – Break-fix resolution of physical issues with printers, mobile phones, tablets, laptops/desktops, Mac's, video conference facilities and digital signage; engage third party suppliers if required.
• Software support – Resolve reported software issues, Windows 10 & 11, Microsoft o365, ios, Adobe and OneDrive, platforms, where appropriate escalate to the vendor directly ensuring issues are dealt with in a timely and expedient manner.
• Starters & Leavers Management – Process new starter IMAC requests, account creation ensuring they have the right kit and software and the appropriate A/D permission access levels. Ensure leaver requests are actioned; system access is revoked and IT kit recovered.
• Hardware lifecycle management – Track the age of the device estate and where possible maintain the devices to ensure at least 5 years use is achieved in the asset lifecycle. Where new devices are required, arrange to build and issue replacement devices.
• Patch room management – Floor and switch port adds/deletes/moves.
• Asset Tracking – Ensure the IT asset register is accurate and holds up-to-date assets allocated to users.
• Third party contractors – build and maintain working relationship with external suppliers ensuring ongoing support and contractual relationships are maintained.
• Knowledge base - Create processes and documentation for knowledge management.
• Platforms I currently support include – Windows 10 & 11, Mac ios, Adobe, Office 365, Teams, TeamViewer, Cisco AnyConnect, IBM MDM, Sophos, OpenPath, Polycom, Vodafone VCO

• Acting as first point of contact by phone, chat, Teams or Walk-ins, performing first fix resolution when possible or interacting with other teams if required
• Ensuring all incidents are logged and information captured within Service Now.
• Service Desk duties supporting users over telephone, RDP & Simplehands
• Diagnose and resolve problems accurately making sure they are logged correctly and either closed successfully or escalated to appropriate support teams
• Interact with third party suppliers ensuring service incidents are progressed to successful conclusion

• AS400 Operations
• HP Data Protector backup & restore administration
• Major Incident management with off-site support teams and third-party companies
• HP Open View - enterprise network monitoring
• Lotus Notes / BES – user support
• 1st & 2nd line desktop support
• SNMPc – estate monitoring
• Sophos antivirus administration