Jennifer Andrew

I currently work in IT Security and IT Support. I manage and assign the tickets for DCS support team to my colleagues and myself. The tickets i deal with are the following:

DCS IT Support:

• Manage and assign tickets for DCS support Que
• Order new headsets, monitors keyboards etc
• Deal with secret server and logic monitor access ensuring all the approvers on the ticket have approved then i give user access as requested
• Add users to mailboxes and distribution groups

IT Security box

• I manage all the new starts and leavers in the company. I set up there accounts on active directory and add there M365 & teams licences and set up there email accounts. Also when we have a leaver i remove ad access and disable there accounts on active directory and move them into the leavers accounts
• I add all the new assets to the database and once they leave we remove and update them
• I email user's to get there kit back and send out returns labels and arrange fed ex kit collections.
• I manage the IT assets mailbox on a daily basis replying to any missing kit queries and organising kit arrangements

• Monitor team performance and report on metrics
• Assisting with any HR related issues
• Listen to team members’ feedback and resolve any issues or conflicts
• Deal with ensuring banner messages are placed on the phone IVR’s using Resource Manager during P1/P2 incidents
• Provide Service Desk KPI statistic updates
• Plan and organise team building activities
• Assist with the rota and making sure cover is available for AL and sickness
• Hold weekly huddles, ensuring current and relevant information is cascaded to staff
• Organise training where required, ensuring all staff are up to date with new software and processes
• Regularly assist colleagues with personal and work-related issues in a friendly manner whilst upholding confidentiality.
• Regularly presented with new and unfamiliar tasks whilst consistently adhering to deadlines to build strong business relationships with third parties and within the company
• Fully accredited quality checker

• Responsible for assisting with recruitment, and training new starters
• Assisting with any HR related issues
• Assisted TL’s with day to day tasks such as ensuring staff are working to meet SLA targets with call pickup, incidents and request.
• Provide Service Desk statistic updates for management
• Assist with the rota and making sure cover is available for AL and sickness
• Organise training where required, ensuring all staff are up to date with new software and processes
• Regularly assist colleagues with personal and work-related issues in a friendly manner whilst upholding confidentiality
• Responsible for taking calls, applying first time fixes, recording tickets via SNOW and identifying high priority incidents based on business impact
• First point of contact within a busy IT support desk
• Analysing information provided by the customer, actively involved in First Time Fix resolution for desktop related issues
• I ensure information captured is relevant with good quality to support 2nd/3rd line resolution
• Focussed on SLA and KPI achievement
• Good understanding of Service Desk contract deliverables and ITIL functions within Service Desk environment
• Actively liaises with 3rd parties, Incident Management and Resolver groups to ensure timely ticket resolution
• I also train new starters in the team which is a 4-week program
• I engage with the whole team weekly to delivery 1 to 1 updates and focus points – Hot topics
• Fully accredited quality checker

• Point of contact for all customer orders
• Dealing with all aspects of orders from customers and suppliers
• Ensure delivery notes are inline with invoice
• Processing invoices via Sage
• Paying invoices to suppliers
• Process cheques to purchase day books
• Managing the payments process and ensuring that the business gets paid
• Process all bank statement activity
• Record all sales activities
• Ensure all bookings for goods is booked efficiently