Job Summary: 

• Ensure accurate and timely resolution of incidents, requests, problems, and changes in line with Service Level Agreements standards and procedures
• Capture and record actions undertaken and progress to date to ensure colleagues and customers are updated promptly
• Participate in the on-call rota, providing technical support for out-of-hours incidents and major incidents
• Conduct life-cycle management for assets, including hardware, software, and licenses
• Ensure assets are compliant with cybersecurity policies and emerging requirements
• Assist in initiatives to consolidate infrastructure assets whilst maintaining or improving service levels to reduce the number of assets under management
• Procurement of IT assets in line with company policy and procedures with strategic suppliers
• Manage usage, disposal, compliance, inventory, sustainability, and cost optimization of assets
• Monitor and manage work allocation to meet personal and team objectives
• Assist in the development and reporting of KPIs and trends with commentary and recommendations for improvement to ensure that the service is suitably optimized
• Assist in the implementation, maintenance, and continuous improvement of ITIL operational processes to ensure high customer satisfaction and good technical outcomes through the use of data and service automation
• Follow and adhere to IT processes and procedures, ensuring customer issues and requests are handled professionally and effectively with a strong focus on effective communication
• Actively demonstrate and promote excellent customer service, constantly seeking ways to improve customer experience and satisfaction
• Assist in identifying quality initiatives and assessments to identify and deliver areas for improvement

Skills on Resume: 

• Incident Management (Hard Skills)
• Asset Management (Hard Skills)
• Service Reporting (Hard Skills)
• Technical Support (Hard Skills)
• Process Improvement (Soft Skills)
• Customer Communication (Soft Skills)
• Team Coordination (Soft Skills)
• Procurement Compliance (Hard Skills)

Job Summary: 

• Providing excellent customer service through listening, asking thoughtful questions, and helping customers communicate technical questions to receive support
• Partnering with other team members to drive continuous improvement within the team
• Answering customer support calls and in-person support requests
• Providing critical IT support to internal staff members
• Processing tickets via Zendesk to ensure the satisfaction of end users
• Diagnosing technical needs and developing an understanding of root issues
• Collaborating with others on the internal service teams to execute service requests
• Escalating unresolved issues to the appropriate technical support partners
• Sharing knowledge and proactively identifying the needs of the organization

Skills on Resume: 

• Customer Service (Soft Skills)
• Technical Support (Hard Skills)
• Issue Diagnosis (Hard Skills)
• Ticket Management (Hard Skills)
• Team Collaboration (Soft Skills)
• Continuous Improvement (Soft Skills)
• Communication Skills (Soft Skills)
• Problem Escalation (Hard Skills)

Job Summary: 

• Provide support to end users on using the software and hardware available, involving assembly, repairs and equipment configuration and network connection
• Support development activities, maintenance, and production (processing) systems, ensuring the perfect, safe and continuous operation of centralized and decentralized environments
• Monitor and evaluate the performance and consumption of hardware resources and software environment, including internal applications and third parties, acting preventive and proactively to implement solutions
• Installation and configuration of the environment for the user
• Check the operation of servers, printers, and other equipment of the company
• Identify current problems and propose solutions, providing corrective and preventive maintenance
• Control the company’s inventory of software/hardware and make backups and other security procedures for stored data
• Monitor the antivirus management console for issues and incidents, working to resolve malware infections and notifying the rest of the team of any security incidents detected

Skills on Resume: 

• User Support (Soft Skills)
• Hardware Maintenance (Hard Skills)
• System Monitoring (Hard Skills)
• Network Configuration (Hard Skills)
• Performance Evaluation (Hard Skills)
• Problem Solving (Soft Skills)
• Inventory Control (Hard Skills)
• Security Management (Hard Skills)

Job Summary: 

• Initiative, plan, organize, and prioritize tasks and service requests in a high-pressure environment.
• Provide general IT support, primarily first and second tier problem resolution to end users.
• Ensure adequate backups are maintained for all sites.
• Use Remote tools to resolve customer issues.
• Image and deploy user hardware
• Track and log all incidents and service requests in the ServiceDesk software.
• Prepare system service documentation.
• Administer the company cell phone program and manage the vendor accounts.
• Maximize system utilization by establishing and enforcing system software and hardware standards.
• Troubleshoot hardware issues in a Windows XP/7/8 environment.
• Provide and maintain the IT department service level by providing prompt response times and strong customer service when addressing service requests with end users.

Skills on Resume: 

• Task Prioritization (Soft Skills)
• IT Support (Hard Skills)
• Backup Management (Hard Skills)
• Remote Troubleshooting (Hard Skills)
• Hardware Deployment (Hard Skills)
• Incident Tracking (Hard Skills)
• Documentation Preparation (Hard Skills)
• Customer Service (Soft Skills)

Job Summary: 

• Provide direct daily support for user requests, incidents, and problem management
• Perform analysis on device or client application issues and take appropriate steps to resolve isolated or recurring issues.
• Create user accounts and grant user access upon proper approval and per appropriate role responsibilities.
• Assist in the orientation and training of users on the proper use of devices and applications.
• Maintain proficiency in aspects of application deployment and platform management.
• Provide support for audiovisual and conferencing technology.
• Assist in the setup and deployment of technology services for new office/job/plant locations.
• Load device configurations or images and deploy new hardware as it is received.

Skills on Resume: 

• User Support (Soft Skills)
• Issue Analysis (Hard Skills)
• Account Management (Hard Skills)
• User Training (Soft Skills)
• Application Deployment (Hard Skills)
• AV Support (Hard Skills)
• Technology Setup (Hard Skills)
• Hardware Deployment (Hard Skills)

Job Summary: 

• Monitor virus and device protection software and proactively address issues.
• Conduct proactive site visits to maintain a current understanding of how the users are leveraging technology to support their business processes.
• Assist users with identifying opportunities to streamline existing work processes by taking advantage of additional system functionality.
• Assist in the testing of upgrades, patches and fixes.
• Work with System Analysts to identify opportunities for process improvement or assist in requirements gathering and documentation.
• Maintain a current understanding of the capabilities of the core technology and identify enhancements that will benefit the organization.
• Utilize established templates and processes, build new team sites within the Office 365 collaboration toolset.
• Leverage established templates, governance and best practices, build process flows, forms, Power Apps and related items that address the problem statement and business objectives of the requester.

Skills on Resume: 

• Security Monitoring (Hard Skills)
• Site Maintenance (Hard Skills)
• Process Optimization (Soft Skills)
• System Testing (Hard Skills)
• Requirements Gathering (Soft Skills)
• Technology Evaluation (Hard Skills)
• SharePoint Management (Hard Skills)
• Power Apps Development (Hard Skills)

Job Summary: 

• Troubleshoot and fix basic software, hardware, networking and peripheral issues on customers' POS, DVR and computing systems and keep customers fully updated.
• Dispatch real-time and consistently follow dispatching procedures.
• Maintain accurate and organized inventory.
• Assist the PMO team with installation projects, deliver hardware, set up at the customer site, uninstall old equipment and provide documentation
• Prepare and stage hardware and software for installation.
• Adhere to and remain current on PCI/DSS compliance of POS systems.
• Maintain technical and product knowledge on all equipment sold and supported in the assigned territory.
• Provide phone support,  on-call support (on a rotating basis) and on-site assistance to customers and other internal service associates.
• Proactively research hardware and software issues, work in collaboration with other services and provide customers with the best solution possible.
• Provide regular vehicle maintenance on company vehicles and ensure cleanliness at all times.
• Attend training courses and cross-train in other service areas.
• Work after hours (overtime) and overnight on projects, as well as the on-call rotation.
• Assist with shipping and receiving, office tasks and office maintenance.

Skills on Resume: 

• Technical Troubleshooting (Hard Skills)
• Dispatch Coordination (Hard Skills)
• Inventory Management (Hard Skills)
• Hardware Installation (Hard Skills)
• Compliance Knowledge (Hard Skills)
• Product Expertise (Hard Skills)
• Customer Support (Soft Skills)
• Team Collaboration (Soft Skills)

Job Summary: 

• Performs a range of complex work to establish and maintain information systems, databases, and interfaces to meet business objectives and strategies
• Provides a range of expertise in day-to-day consultation, training, troubleshooting, and problem-solving for internal computer users
• Responds to and resolves computer problems quickly to ensure maximum uptime and minimum disruption to user activity
• Identifies and addresses complex usability problems while monitoring and managing user accounts
• Trains end-users in the use and applicability of various computer systems and hardware
• Acts as a lead on Information Services projects, performing analysis and implementation of multi-function office systems
• Analyzes existing systems and/or user needs and makes recommendations for increased efficiency to meet business needs
• Consistent exercise of independent judgment and discretion in matters of significance

Skills on Resume: 

• System Management (Hard Skills)
• User Support (Soft Skills)
• Problem Resolution (Hard Skills)
• Account Management (Hard Skills)
• User Training (Soft Skills)
• Project Leadership (Soft Skills)
• System Analysis (Hard Skills)
• Decision Making (Soft Skills)

Job Summary: 

• Understand the fundamentals of how an accounting firm operates to ensure support levels match expectations.
• Develop expertise in the everyday use of internally developed and commercial software specific to the firm.
• Provide superior quality and service to all firm technology users.
• Respond promptly and courteously.
• Prioritize requests according to criticality.
• Identify timely and accurate solutions to technical issues.
• Provide expert help desk support (both remote and on-site) for all hardware, software, and ancillary office equipment, including video conferencing equipment, projectors, phone systems, printers, scanners, and multi-function devices.
• Basic technical support at the network level, including WAN and LAN connectivity, routers, firewalls, and security.

Skills on Resume: 

• Business Understanding (Soft Skills)
• Software Expertise (Hard Skills)
• Customer Service (Soft Skills)
• Prompt Response (Soft Skills)
• Task Prioritization (Soft Skills)
• Issue Resolution (Hard Skills)
• Help Desk Support (Hard Skills)
• Network Support (Hard Skills)

Job Summary: 

• Install, upgrade, configure, troubleshoot, maintain, and modify computer and network system software.
• Provide day-to-day maintenance and support for Microsoft Office 2016, including Outlook e-mail, as well as Lotus Notes Domino databases/applications.
• Document all support activities in the ticket tracking database.
• Inventory management of technology assets.
• Image workstations and assist in the installation of PC hardware and software applications in accordance with firm standards.
• Deployment and migration of computers.
• Create and update process documentation.
• Participate in the research, development, and implementation of new technologies.
• Provide technology training to team members.

Skills on Resume: 

• System Maintenance (Hard Skills)
• Software Support (Hard Skills)
• Ticket Documentation (Hard Skills)
• Asset Management (Hard Skills)
• Hardware Installation (Hard Skills)
• Computer Deployment (Hard Skills)
• Process Documentation (Hard Skills)
• Technology Training (Soft Skills)

Job Summary: 

• Provide excellent customer service while using technical, analytical, and communication skills to accurately identify client needs and provide effective solutions.
• Troubleshoot and resolve workstation and classroom technology problems.
• Act as educator and coach to help college staff, faculty, and students adopt and use core institutional technologies effectively.
• Actively contribute to the development and implementation of training materials and programs that promote the roll-out and use of technology.
• Follow the established incident management process.
• Maintain complete, accurate, and timely records in the Help Desk ticketing system for all client support activities.
• Respond to and fulfill requests to meet Service Level Agreements.
• On-site, Help Desk, events coverage, and support.

Skills on Resume: 

• Customer Service (Soft Skills)
• Technical Troubleshooting (Hard Skills)
• Technology Coaching (Soft Skills)
• Training Development (Soft Skills)
• Incident Management (Hard Skills)
• Ticket Management (Hard Skills)
• Service Fulfillment (Hard Skills)
• Event Support (Hard Skills)

Job Summary: 

• Escalation and owner of daily IT issues, responsible for troubleshooting all manner of end-user IT problems involving desktop PCs and mobile devices
• Deployment of computer hardware, including advanced clinical systems and Windows-level applications.
• Be responsible for IT activities related to processes of user access, incidents, service interruptions, and planned downtimes
• Be responsible for documenting and communicating processes to IT to ensure a consistent user experience
• Identify trends of recurring issues for clients, radiologists, and IT, and manage problems by working with resources (internal and vendors) to achieve a permanent solution.
• Document solutions and ensure proper communication of the resolution to the customer.
• Encourages, maintains, and develops a professional business relationship with internal and external customers by providing prompt, efficient, and professional service at all times.
• Manage planned and unplanned downtimes following downtime procedures, document and communicate problems, and escalate
• Troubleshooting VPN tunnels and configuration
• Workstation setup for both office and home users
• Maintains patient confidentiality, complies with the Health Insurance Portability and Accountability Act (HIPAA), and secures all operational data.

Skills on Resume: 

• Issue Escalation (Hard Skills)
• Hardware Deployment (Hard Skills)
• Incident Management (Hard Skills)
• Process Documentation (Hard Skills)
• Problem Management (Hard Skills)
• Customer Communication (Soft Skills)
• VPN Troubleshooting (Hard Skills)
• Data Confidentiality (Soft Skills)

Job Summary: 

• Provide 2nd-level support on escalated workstation, telephony, and mobile-related issues and requests.
• Effectively questions the user to collect information and understand the issues they are experiencing, and performs diagnostic procedures to isolate and resolve the issues.
• Interact with customers via telephone, e-mail, IM/chat, and social tools to provide technical support.
• Prioritize incidents and complaints to ensure all SLAs are met
• Utilize all technical resources to solve customer problems.
• Escalate or work in tandem with appropriate support specialists or support groups on unresolved issues.
• Escalate hardware repairs to third-party providers.
• Maintains call records/logs and resolution details utilizing the case management solution.

Skills on Resume: 

• Technical Support (Hard Skills)
• Diagnostic Analysis (Hard Skills)
• Customer Interaction (Soft Skills)
• Incident Prioritization (Soft Skills)
• Resource Utilization (Hard Skills)
• Issue Escalation (Hard Skills)
• Hardware Coordination (Hard Skills)
• Case Management (Hard Skills)

Job Summary: 

• Effectively communicate both verbally and in writing with management to express ideas to make informed decisions.
• Installation of workstation, telephony, and mobile hardware/software
• Provisions and prepares workstations using standard images.
• Set up and install new workstations, loaners, and other workstation-related equipment.
• Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating.
• Communicate and provide knowledge transfer to other agents/technicians on issues/problems and resolution.
• Coordinate and execute workstation relocation requests
• Work with other support groups, such as network operations, in assisting with the resolution of incidents or maintenance activities.

Skills on Resume: 

• Verbal Communication (Soft Skills)
• Hardware Installation (Hard Skills)
• Workstation Provisioning (Hard Skills)
• Equipment Setup (Hard Skills)
• Asset Management (Hard Skills)
• Knowledge Sharing (Soft Skills)
• Relocation Coordination (Soft Skills)
• Team Collaboration (Soft Skills)

Job Summary: 

• Change tapes on schedule, clean drives, comply with off-site rotation policy, and archive data appropriately to magnetic or optical media.
• Ensure that all media is stored securely.
• Mitigate risks presented by virus/adware/spyware threats
• Immediately take corrective action on any virus/adware/spyware identified by corporate utilities to protect the integrity of data and the FNGP network.
• Apply patches and hotfixes by Level 2 IT staff.
• Work to provide maximum availability of data and voice services or devices.
• Monitor and manage disk space utilization and housekeeping on all relevant systems.
• Keep documentation current to ensure accurate data when troubleshooting or analysis
• Provide after-hours support for local businesses
• Utilize Omnitracker to field, record, and document problem resolutions for end-users.
• Recognize their needs, provide solutions related to the use of desktop software, hardware, and common systems.
• Train users in the efficient use of software and systems.
• Handle NSD tickets in Omnitracker, communicate changes in the IT systems to the local sites, hold regular meetings with divisional management to align IT and business, and help with the needs of the project management team.

Skills on Resume: 

• Data Archiving (Hard Skills)
• Media Security (Hard Skills)
• Threat Mitigation (Hard Skills)
• Patch Management (Hard Skills)
• System Monitoring (Hard Skills)
• Documentation Maintenance (Hard Skills)
• User Training (Soft Skills)
• Business Communication (Soft Skills)

Job Summary: 

• Enter NSDs (nonstandard demand) tickets for the business.
• Facilitate the design, development, automated installation, implementation, and effective utilization of new software according to the agreed-upon systems and architecture, and infrastructure.
• Train users to use appropriate tools, services and to be self-sufficient.
• Train IT professionals to improve the tools and services.
• Train the business professionals to employ the analysis tools to generate information.
• Coordinate internal and external technical resources to provide maintenance and support of installed IT infrastructure.
• Review proposed purchases for justification and adherence to standards.
• Help plan and manage the procurement, maintenance, and disposition of obsolete computer equipment.
• Accurately record and track current IT assets using CMDB.
• Provide local support for the FNGP Telecommunications Strategy.
• Assist in budgeting for direct and allocated IT services and equipment.
• Maintain adherence to Company policies, safety/ergonomic standards, and good housekeeping practices.
• Understand and implement the health and safety policy and integrate health and safety considerations into daily work activities.

Skills on Resume: 

• Ticket Management (Hard Skills)
• Software Implementation (Hard Skills)
• User Training (Soft Skills)
• IT Training (Soft Skills)
• Business Training (Soft Skills)
• Resource Coordination (Soft Skills)
• Procurement Management (Hard Skills)
• Asset Tracking (Hard Skills)

Job Summary: 

• Perform controlled incident resolution, including prioritization and escalation, involving business and technology partners.
• Service applications and systems provide application, systems, and operational availability levels that meet or exceed standards and service levels already established, while minimizing operational risk.
• Promptly schedule packaging and release new applications, and reduce change execution times by planning implementations with parallel work streams.
• Strive to improve production environment stability by working with others to set up, maintain, and monitor applications and systems, while meeting availability targets.
• Provide prompt, effective day-to-day support, accurately identify and resolve issues, perform controlled and timely incident resolution, all while making client satisfaction a top priority.
• Deliver effective and defect-free support (application, software, and operations), research system issues and opportunities, recommend changes, oversee execution, and keep accurate documentation.
• Design, review, and integrate application requirements (e.g, functional, security, integration, performance, quality, operations).
• Address application, cross-capability, and cross-release issues.
• Gain understanding of technical aspects of project and break-fix development related to the application, advise developers and solution designers.

Skills on Resume: 

• Incident Resolution (Hard Skills)
• System Availability (Hard Skills)
• Release Management (Hard Skills)
• Environment Stability (Hard Skills)
• Issue Resolution (Hard Skills)
• Application Support (Hard Skills)
• Requirements Analysis (Hard Skills)
• Technical Advisory (Soft Skills)

Job Summary: 

• Assume an incident management role (communicator, tracker, escalator, driver, etc.).
• Monitor system life cycles, ensure both specs and functionality support business objectives and architecture decisions, and re-develop
• Use meaningful metrics to monitor environmental performance.
• Improve performance and resource utilization by assessing and analyzing opportunities to optimize the operational environment.
• Follow established processes/standards, business technology architecture, risk, and production capacity guidelines, plan, monitor, and escalate issues
• Comply with both disaster and business recovery plans (and help define, review, and test these plans).
• Identify/implement process improvements to enhance revenue, customer experience, and reduce costs.
• Make effective use of cost management processes in place within the own unit.
• Support business case development, RFI/RFP, and SLAs with vendors.

Skills on Resume: 

• Incident Management (Hard Skills)
• System Monitoring (Hard Skills)
• Performance Metrics (Hard Skills)
• Process Optimization (Hard Skills)
• Risk Compliance (Hard Skills)
• Disaster Recovery (Hard Skills)
• Cost Management (Soft Skills)
• Vendor Management (Soft Skills)

Job Summary: 

• Acting as a single point of contact for phone calls and emails from IT customers regarding IT issues and queries
• Receiving, logging, and managing calls from IT customers via telephone, email, IT portal, or text chat
• Troubleshooting of IT-related incidents and problems across software and hardware on devices such as smartphones, laptops, PCs, and printers
• Acting as an escalation point for more complex issues, which will be escalated by the more junior members of the team
• Escalation of unresolved calls to the relevant 2nd line support teams
• Logging all calls in the service desk call logging system
• Taking ownership of customer incident service requests and problems, and following up on resolutions on behalf of the customer, communicating progress in a regular and timely manner
• Maintaining a high level of customer service for all support queries, while adhering to all service management principles and processes
• Producing customer self-help guides for publication on the customer IT portal
• Publishing support documentation to assist staff with requests for information and provide staff training
• Ownership of access management and processes
• Owning the IT Service Desk’s Knowledge and Documentation area
• Providing first-line support during out-of-hours cover periods, overnight, and at weekends by rota

Skills on Resume: 

• Customer Communication (Soft Skills)
• Call Management (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• Issue Escalation (Hard Skills)
• Incident Ownership (Soft Skills)
• Customer Service (Soft Skills)
• Knowledge Management (Hard Skills)
• Access Management (Hard Skills)

Job Summary: 

• Independently research and identify solutions to software and hardware issues
• Mentor junior team members in level 1 support issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Participate in ongoing IT program initiatives, including the implementation of solutions that improve organizational security
• Ask employees targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk employees through a series of actions, either via phone, email, or chat, until they have solved a technical issue
• Properly escalate unresolved issues to appropriate teams (e.g., software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with internal clients

Skills on Resume: 

• Technical Research (Hard Skills)
• Team Mentorship (Soft Skills)
• Issue Diagnosis (Hard Skills)
• Security Implementation (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Issue Tracking (Hard Skills)
• Customer Communication (Soft Skills)
• Knowledge Documentation (Hard Skills)

Job Summary: 

• Performs system analysis using an understanding of specific operating systems, file structures, cloud application issues, and other tools/utilities used at the company.
• Manages Microsoft 365 (incl Intune) devices and other cloud applications like Jira, SharePoint, Teams, and Shopify in alignment with best practices.
• Serves as system administrator for enterprise applications.
• Ensures systems meet design standards and guidelines and are sensitive to the company's performance needs.
• Develops specifications for system corrections, enhancements, and development projects.
• Develops general and detailed documentation describing system specifications and operating instructions.
• Revises existing systems and procedures to correct deficiencies and maintain more effective data handling, conversion, input/output requirements, and storage.
• Evaluates technology and recommends enhancements.
• Performs risk assessment on Information Technology, vendors, and other organizational functions.

Skills on Resume: 

• System Analysis (Hard Skills)
• Cloud Management (Hard Skills)
• System Administration (Hard Skills)
• Performance Optimization (Hard Skills)
• System Development (Hard Skills)
• Technical Documentation (Hard Skills)
• Technology Evaluation (Hard Skills)
• Risk Assessment (Hard Skills)

Job Summary: 

• Provide Level 1 local and remote support for issues related to computer systems, software, and hardware
• Investigates error messages and determines resolution
• Reinstalls the program or replaces files that are causing errors
• Maintain phone system, including resetting passwords, updating workstation extensions, monitoring queue logins, maintaining supervisor rights, and monitoring IP phone quality
• Documents, tracks, and monitors user issues to ensure proper resolution and tracking
• Be responsible for setting up, maintaining, and supporting all branch locations, including new sites and new users
• Be responsible for all hardware and software installations and configurations
• Be the point of contact for vendor support and troubleshooting
• Maintain a HIPAA-compliant work environment
• Be responsible for working with the AD setup and maintenance, VoIP phone and fax support, email setup and maintenance, DNS/DHCP, antivirus support, server backups, and user access rights
• Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.

Skills on Resume: 

• Technical Support (Hard Skills)
• Error Resolution (Hard Skills)
• Phone System Management (Hard Skills)
• Issue Tracking (Hard Skills)
• Site Support (Hard Skills)
• System Configuration (Hard Skills)
• Vendor Coordination (Soft Skills)
• Compliance Management (Soft Skills)

Job Summary: 

• Using IT Service Management principles, complete all relevant actions related to ticket management, including detection, recording, classification, investigation, escalation, resolution, and ownership.
• Proactively manage expectations, ensuring tickets are kept up to date with all interactions, actions taken, and their results.
• Establish and cultivate collaborative and professional relationships between the broader IT Team and Rocketeers.
• Ensure that their needs and expectations are understood and met regarding the provision of IT services and support.
• Play an active part in the training and education of IT’s services and tools described in IT’s Service Catalog, including hardware, operating systems, applications, and service tools.
• Actively contribute to the transfer of knowledge across the team by adding and updating content in IT’s knowledge base.
• Act as a coach and mentor to junior IT Support Analysts.
• Be proactive in Continuous Service Improvement and the ‘Shift Left’ strategy through the development and maturing of relevant policies, processes, and work instructions.
• Solicit and review feedback, documenting it along with any actions.
• Act responsibly and diligently to protect the brand, reputation, and customers by acting in compliance with all Information Security policies and processes.

Skills on Resume: 

• Ticket Management (Hard Skills)
• Expectation Management (Soft Skills)
• Relationship Building (Soft Skills)
• User Support (Soft Skills)
• Knowledge Sharing (Soft Skills)
• Team Mentorship (Soft Skills)
• Process Improvement (Hard Skills)
• Information Security (Hard Skills)

Job Summary: 

• Provides support and follow-up to partners with hardware, phone, or other identified IS support items or process issues.
• Identifies and addresses trends in support issues and corrects the root cause.
• Diagnoses, repairs, installs, and performs upgrades on all IS-supported software and hardware according to standard operating procedures.
• Maintains communications with partners during the resolution process, while taking ownership of the issue.
• Utilizes the Service Management tool to enter issues and requests.
• Communicates system outages to those affected at assigned plants.
• Rolls out new processes, hardware, or software.
• Works with contractors and engineers to ensure policies are understood and followed.
• Provides 24/7 support for the plant/region.
• Participates in or leads small to medium IS projects.
• Uses the Enterprise Project Management tools and processes.

Skills on Resume: 

• Technical Support (Hard Skills)
• Root Cause Analysis (Hard Skills)
• System Maintenance (Hard Skills)
• Issue Ownership (Soft Skills)
• Service Management (Hard Skills)
• Process Implementation (Hard Skills)
• Policy Compliance (Soft Skills)
• Project Participation (Soft Skills)

Job Summary: 

• Utilizes the service management tool to provide trend analysis and recommendations for improvements.
• Provides IS solutions to plant engineers to meet their requirements for each initiative.
• Communicates project status to IS and plant leaders.
• Works with other ISPS Managers to create strategic plans for IS plant support and implementation.
• Understands the needs and requirements of the customer.
• Documents, evaluates options, pros/cons, and makes recommendations.
• Creates IS documentation for plant support processes that will make them successful in the future.
• Follows and demonstrates an understanding of information systems processes and best practices.
• Remains current in the field by taking classes and doing research

Skills on Resume: 

• Trend Analysis (Hard Skills)
• Solution Design (Hard Skills)
• Project Communication (Soft Skills)
• Strategic Planning (Soft Skills)
• Customer Understanding (Soft Skills)
• Option Evaluation (Hard Skills)
• Process Documentation (Hard Skills)
• Continuous Learning (Soft Skills)

Job Summary: 

• Seeks opportunities for improvements.
• Provide feedback and coaching to others in ISPS and others at the plants in order to build stronger teams.
• Participates in hiring future partners for IS and for plant leaders.
• Participates in plant leadership events, meetings, and tasks by the plant manager.
• Keeps the plant leaders up-to-date on IS projects, changes, and value provided.
• Partners with the plant leadership team to develop better ways to run a production facility and raise and address issues as they come up.
• Ensures compliance with Food Safety and Food Quality Plans, in addition to customer requirements.
• Interprets and communicates customer requirements to plant production and/or support groups.
• Establishes and Audits PCPs, CCPs, and Standard Operating Procedures to define and monitor processes, to ensure customer requirements are met.
• Reviews incidents during which the procedures are not met, and determines appropriate corrective action for partners failing to follow standard procedures.

Skills on Resume: 

• Process Improvement (Soft Skills)
• Team Coaching (Soft Skills)
• Talent Acquisition (Soft Skills)
• Leadership Communication (Soft Skills)
• Operational Partnership (Soft Skills)
• Regulatory Compliance (Hard Skills)
• Procedure Auditing (Hard Skills)
• Corrective Action (Hard Skills)

Job Summary: 

• Provide 1st line technical support and problem analysis/rectification.
• Provide support for office IT equipment and software by problem-solving and user training, enabling productive/efficient practices.
• Upgrade and update hardware/software to meet user requirements to increase productivity and maintain stability.
• Ensure communication stability/performance of the LAN/WAN by monitoring and solving issues.
• Follow established procedures of backup routines and system monitoring to ensure data integrity, security, and accuracy.
• Ensure documentation and procedures are maintained and improved upon to enable smooth operations, sustain a knowledge base, self-reliance, and an accurate history database.
• Plan and perform appropriate preventative maintenance by ensuring regular contractual maintenance on all essential equipment to ensure minimum downtime.
• Ensure maximum availability of all computer systems throughout the site, including hardware, networks, IT security, and telecommunications.
• Provide support for mobile peripheral devices.
• Ensure smooth operation/support of the IT operations by monitoring and resolving data flow issues on a rota basis.
• Sustain a stock of IT consumables to maintain the daily operations of all IT equipment.
• Maintain telephone and mail system.

Skills on Resume: 

• Technical Support (Hard Skills)
• User Training (Soft Skills)
• System Upgrades (Hard Skills)
• Network Monitoring (Hard Skills)
• Data Security (Hard Skills)
• Process Documentation (Hard Skills)
• Preventive Maintenance (Hard Skills)
• System Availability (Hard Skills)

Job Summary: 

• Resolution of Help Desk Tickets and Overall User Support
• Provide a high level of professionalism and customer service.
• Plan and undertake scheduled maintenance upgrades.
• Set up accounts for staff in Active Directory and ensure that they know how to log in.
• Prioritizes and appropriately escalates issues to ensure timely problem resolution.
• Coordinate and interact with other IT teams and functions as a liaison between IT and users to communicate end-user needs and ensure effective solutions are implemented.
• Review user requirements and needs for software and services
• Perform related research and analysis and provide information and guidance to users
• Coordinate implementation, installation, and training.
• Maintains records via a shared knowledge base of work activities and documents recurring, difficult, or complex problems

Skills on Resume: 

• User Support (Soft Skills)
• Customer Service (Soft Skills)
• System Maintenance (Hard Skills)
• Account Management (Hard Skills)
• Issue Escalation (Hard Skills)
• Team Coordination (Soft Skills)
• Requirements Analysis (Hard Skills)
• Knowledge Documentation (Hard Skills)

Job Summary: 

• Identifies trends, recommends solutions, and resources.
• Advises and assists with recommendations to departmental management and the Regional Manager on equipment purchases and training needs.
• Coordinates contact with Vendors to assist with support activities.
• Work with Tthe exas Regional Manager to successfully implement all initiatives and projects.
• Meet time frame and projected completion dates as they pertain to the total project rollout.
• Work with the end user to provide clear communication on how initiatives will impact the business.
• Maintain Computer Room Standards for wiring, equipment, and operations, and ensure only approved FSR-supplied (or approved) equipment is installed.
• Assist with all Telecommunications/Infrastructure Projects.
• Maintain and pursue technical training
• Strive to improve skill level to maintain competitive advantage as it pertains to software and hardware support of new platforms and technology.

Skills on Resume: 

• Trend Analysis (Hard Skills)
• Equipment Recommendations (Hard Skills)
• Vendor Coordination (Soft Skills)
• Project Implementation (Hard Skills)
• Time Management (Soft Skills)
• Business Communication (Soft Skills)
• Infrastructure Support (Hard Skills)
• Technical Training (Soft Skills)

Job Summary: 

• Provide technical assistance and support for incoming issues related to computer systems, software, hardware, and store operations.
• Provide first-level troubleshooting with Local Area Networks (LAN), Wide Area Networks (WAN)
• Identify and analyze computer problems.
• Develop and implement logical and effective solutions
• Escalate advanced issues to IT Support Administrators
• Be responsible for supporting the installation, modification, and repair of computer hardware over the phone
• Provide excellent customer service
• Provide overflow support for other departments after hours
• Assist in the implementation of technology projects

Skills on Resume: 

• Technical Support (Hard Skills)
• Network Troubleshooting (Hard Skills)
• Problem Analysis (Hard Skills)
• Solution Development (Hard Skills)
• Issue Escalation (Hard Skills)
• Hardware Support (Hard Skills)
• Customer Service (Soft Skills)
• Project Assistance (Soft Skills)

Job Summary: 

• Provide first-line application support, including incident and problem identification, analysis, diagnosis, and resolution or escalation
• Assist in resolving incidents, questions, and requests communicated either over the telephone, e-mail, chat, or Self Service using the Service Now ticketing tool
• Work with the Technology team to identify recurring and common incidents and contribute to the development/solutions that reduce them
• Adhere to call management procedures, including escalations.
• Ensure that the customers, the Practice and Technology Team Leaders and Managers are kept informed of progress for each case
• Log all contacts on the Service Now system, ensuring all appropriate information is recorded
• Adapt and adhere to professional standards and processes to ensure consistency and common practice within IT Support/Technology is met
• Active input and ownership of allocated Technology projects
• Monitor and escalate all Linklaters IT systems alerts
• Carry out user administration tasks
• Assist the ITS Team Leaders in identifying skills and knowledge gaps in the team
• Develop and maintain expert knowledge in relation to all business applications and a knowledge base for any aspects specific to remote offices to enhance the overall level of service provision
• Assist with the support of the technology services, working in conjunction with the relevant teams (IT Support, Technical Support, Change and IT Training, 3rd Line Technical Teams).

Skills on Resume: 

• Application Support (Hard Skills)
• Incident Management (Hard Skills)
• Problem Analysis (Hard Skills)
• Call Management (Hard Skills)
• Customer Communication (Soft Skills)
• Knowledge Management (Hard Skills)
• Project Participation (Soft Skills)
• User Administration (Hard Skills)

Job Summary: 

• Manage the service and support request ticketing queue, to assign tickets to the relevant infrastructure technicians, and to follow the life cycle of the request from initial logging to close and confirmation with the customer that the request has been completed
• Act primarily as IT support, e.g., Active Directory and SAP user account management, AD and SAP password resets, mobile phone setup and management, desktop OS and application support, etc.
• Troubleshoot and resolve desktop and server problems, diagnose and solve hardware and software incidents and problems
• Problem escalation to colleagues in other IT Teams
• Work with a variety of business and technical teams to enhance IT service
• Contribute to the documentation of IT polices, processes, and procedures
• Install, maintain, and support new applications and services
• Work to agree on SLA thresholds for incidents, service requests, and problems
• Prioritize and manage several open cases and mini projects at any one time

Skills on Resume: 

• Ticket Management (Hard Skills)
• Account Administration (Hard Skills)
• Issue Troubleshooting (Hard Skills)
• Problem Escalation (Hard Skills)
• Team Collaboration (Soft Skills)
• Process Documentation (Hard Skills)
• Application Support (Hard Skills)
• Task Prioritization (Soft Skills)

Job Summary: 

• Manage all aspects of service desk/helpdesk operations within the Munich facility, prioritizing and assigning the work, driving alignment across the service desk team
• Lead end-to-end delivery of key IT initiatives and work with non-technical end users to accelerate new technology adoption
• Champion the benefits of leveraging IT technologies as a solution for business needs
• Develop and maintain service desk procedures based on ITIL best practice, to improve efficiencies and competencies across assigned applications and services
• Allocate resources, milestones, and activities by taking into account knowledge, skills, and resources available within the team
• Produce and circulate daily reports/statistics and perform trend analysis to feed into Problem Management and Service Improvement Plans
• Contribute to the team’s individual development plans and performance reviews
• Ensure the service desk’s knowledge base is periodically reviewed and updated
• Work with other IT teams to transition new services into support
• Ensure prompt, accurate status on all incidents and service requests to users and management

Skills on Resume: 

• Service Management (Hard Skills)
• Project Leadership (Soft Skills)
• Technology Adoption (Soft Skills)
• Process Development (Hard Skills)
• Resource Allocation (Soft Skills)
• Trend Analysis (Hard Skills)
• Team Development (Soft Skills)
• Knowledge Management (Hard Skills)

Job Summary: 

• Maintains overall operational stability in close partnership and joint responsibility with infrastructure and vendors, and manages all applications
• Works with other technology areas/teams to identify production issues or takes support calls from user/business clients to manage production incidents from inception to resolution, escalating to appropriate areas.
• Searches for unexpected results and repairs vulnerabilities to a system or process.
• Provides 1st level and escalated 2nd level application support, and core accountabilities include Incident Response, Post
• Incident forensics and implementation of technology routines/maintenance in support of enhanced availability of TDBG services.
• Escalates to Developers and/or other technology partners for advanced investigation, manipulation, changes to source code, etc. 
• Detects and classifies incidents, monitors and tracks throughout the portfolio/organization/Technology areas, providing analysis and recovery methods
• Classification, prioritization, and initiation of action, documentation of root causes, and implementation of remedies
• Assists with the transition of service/technology from non-production to production (includes gating and operability activities)
• Uses change management policies and procedures to document, track, assess impacts/risks, and approve changes to the environment
• Plans and orchestrates deployment and/or releases across the portfolio

Skills on Resume: 

• Operational Stability (Hard Skills)
• Incident Management (Hard Skills)
• Vulnerability Repair (Hard Skills)
• Application Support (Hard Skills)
• Incident Analysis (Hard Skills)
• Root Cause Documentation (Hard Skills)
• Change Management (Hard Skills)
• Release Planning (Hard Skills)

Job Summary: 

• Be responsible for supporting customers at all levels of the corporation in diagnosing and resolving simple-to-moderate technical hardware and software issues.
• Prevent problems and issues before they negatively impact the customer.
• Ensures customers receive prompt, courteous, and efficient attention to all their service needs.
• Performs software and hardware troubleshooting activities where analysis of situations or data requires evaluation of various factors.
• Proactive in engaging other IT resources to ensure speedy resolution of escalated issues or requests.
• Collaborates effectively and maintains good working relationships with others to achieve business objectives and team harmony.
• Assume the role of communication facilitator during significant service disruptions/outages.
• Proactively monitor and identify staffing or training gaps to avoid a negative impact on customers.

Skills on Resume: 

• Technical Support (Hard Skills)
• Problem Prevention (Hard Skills)
• Customer Service (Soft Skills)
• Troubleshooting Analysis (Hard Skills)
• Team Collaboration (Soft Skills)
• Communication Facilitation (Soft Skills)
• Training Assessment (Soft Skills)
• Customer Focus (Soft Skills)

Job Summary: 

• Provides front-line technical support, answering support queries via phone and email
• Maintains a high degree of customer service for all support queries and adheres to all service management principles
• Takes ownership of user problems and is proactive when dealing with user issues
• Logs all calls on the Microsoft Service Manager system
• Responds to inquiries from clients and helps resolve any hardware or software problems
• Supports users in the use of computer equipment by providing necessary training and advice
• Allocates more complex calls to the appropriate IT support analyst
• Ensures that the ticket is completed and closed out appropriately

Skills on Resume: 

• Technical Support (Hard Skills)
• Customer Service (Soft Skills)
• Issue Ownership (Soft Skills)
• Call Logging (Hard Skills)
• Problem Resolution (Hard Skills)
• User Training (Soft Skills)
• Issue Escalation (Hard Skills)
• Ticket Closure (Hard Skills)

Job Summary: 

• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a kind and professional attitude
• Analyzes and resolves incidents regarding the use of application software or hardware.
• Logs and tracks incidents from identification through resolution.
• Recommends and implements improved processes and best practices in the realm of internal IT support
• Maintains and protects confidentiality about all aspects of employee information
• Diagnose and resolve software and hardware issues across a range of software applications
• Install, configure, and support IT equipment such as mobile phones, laptops, and printers
• Guide and assist users with simple, step-by-step instructions
• Continually provide updates to all users regarding IT issues in a prompt and professional manner
• Accurately prioritize, update, and document service requests and solutions in a service log
• Monitor, upgrade, plan, and recommend company software and systems accordingly

Skills on Resume: 

• Customer Relations (Soft Skills)
• Incident Analysis (Hard Skills)
• Issue Tracking (Hard Skills)
• Process Improvement (Soft Skills)
• Data Confidentiality (Soft Skills)
• Technical Troubleshooting (Hard Skills)
• Equipment Configuration (Hard Skills)
• User Assistance (Soft Skills)

Job Summary: 

• Manage IT equipment tracking documents
• Follow up with other support staff or service resources involved in the resolution to ensure incidents are resolved, and the customer communication is complete.
• Document resolutions and updates self-help and staff knowledge bases.
• Installation and configuration of end-user applications
• Backup of system files and business data
• Maintain system-related documentation, policies, and procedures
• Configuration and management of network services (i.e., DNS, DHCP, IIS, etc.)
• Setting permissions on network resources
• Be responsible for the provision and deprovision of network and mobile devices
• Troubleshoot network communication issues, network services, and end-user network connectivity
• Troubleshoot end-user application issues
• Upgrade end-user workstation hardware and software

Skills on Resume: 

• Asset Tracking (Hard Skills)
• Incident Follow-Up (Soft Skills)
• Knowledge Documentation (Hard Skills)
• Application Installation (Hard Skills)
• Data Backup (Hard Skills)
• Policy Maintenance (Hard Skills)
• Network Configuration (Hard Skills)
• Connectivity Troubleshooting (Hard Skills)

Job Summary: 

• Develops procedures and documentation for application support.
• Advises on application security, licensing, upgrades, backups, and disaster recovery needs.
• Reviews and maintains the service compliance of all IT and service assets in line with business and regulatory requirements, involving knowledge of financial and technical processes, tools, and techniques.
• Identifies and carries out the administration of IT assets in one or more significant areas, ensuring that the administration of the acquisition, storage, distribution, movement, and disposal of assets is carried out.
• Produces and analyzes registers and histories of authorized assets and verifies that all these assets are in a known state and location.
• Acts to highlight and resolve potential instances of unauthorized assets, such as unlicensed copies of software.
• Assesses, analyses, creates, documents, presents, and implements changes based on change requests.
• Manages the prioritization and diagnosis of incidents according to agreed procedures.
• Investigates causes of incidents and seeks resolution.
• Manages the escalation of unresolved incidents.
• Coordinates recovery, following resolution of incidents.

Skills on Resume: 

• Application Documentation (Hard Skills)
• Security Management (Hard Skills)
• Compliance Monitoring (Hard Skills)
• Asset Administration (Hard Skills)
• Incident Management (Hard Skills)
• Change Implementation (Hard Skills)
• Problem Solving (Soft Skills)
• Team Coordination (Soft Skills)

Job Summary: 

• Manages the documentation and closure of resolved incidents according to agreed procedures.
• Carries out agreed operational infrastructure procedures, including configuration, installation, and maintenance.
• Contributes to maintenance, installation, and problem resolution.
• Uses standard procedures and tools to carry out defined requirements.
• Assists in the investigation and resolution of network problems.
• Assists with specified maintenance procedures.
• Undertakes and reviews actions to investigate and resolve problems in systems, processes, and services.
• Assists with the implementation of agreed remedies and preventative measures.
• Uses system management software and tools to collect agreed performance statistics.
• Carries out agreed system software maintenance tasks.
• Prepares and maintains operational documentation for system software.

Skills on Resume: 

• Incident Documentation (Hard Skills)
• Infrastructure Maintenance (Hard Skills)
• System Configuration (Hard Skills)
• Network Troubleshooting (Hard Skills)
• Problem Resolution (Hard Skills)
• Performance Monitoring (Hard Skills)
• Operational Documentation (Hard Skills)
• Team Collaboration (Soft Skills)

Job Summary: 

• Undertakes routine installations and de-installations of items of hardware and/or software.
• Takes action to ensure targets are met within established safety and quality procedures, including handover to the client.
• Conducts tests of hardware and/or software using supplied test procedures and diagnostic tools.
• Corrects malfunctions, calling on other experienced colleagues and external resources
• Documents details of all hardware/software items that have been installed and removed so that configuration management records can be updated.
• Develops installation procedures and standards, and schedules installation work.
• Provides specialist guidance and advice to less experienced colleagues to ensure the best use is made of available assets, and to maintain or improve the installation service.
• Liaises as the routine contact point, receiving and handling requests for support.
• Carries out a broad range of service requests for support by providing information to fulfill requests or enable resolution.
• Investigate to provide a diagnosis and allocate unresolved issues
• Contributes to the creation of support documentation.
• Provides guidance in defining access rights and privileges

Skills on Resume: 

• Hardware Installation (Hard Skills)
• Software Testing (Hard Skills)
• Fault Diagnosis (Hard Skills)
• Configuration Management (Hard Skills)
• Installation Planning (Hard Skills)
• Technical Support (Hard Skills)
• Team Mentoring (Soft Skills)
• Customer Communication (Soft Skills)

Job Summary: 

• Perform desk-side and remote support as part of a larger international IT support team
• Take responsibility for the global support queue in Service Now
• Ensure tickets are logged in Service Now, customers are kept updated, and issues are resolved within agreed service levels
• Produce and maintain knowledge articles related to IT systems, processes, ticket resolutions, and assist in training IT Starters
• Proactively research and report on issues to the IT Manager with suggested improvements
• Assist users in installing, configuring, and troubleshooting PC/Infrastructure Hardware and Software, Copitrak, Mitel, SCCM, and know about backups
• Provides solutions to unique business applications and/or core applications and O/S
• Provide support for standard desktop applications, including MS Office 2016, Outlook, Citrix, and Windows 10
• Management of mobile devices/virtualized desktop environments (Citrix)
• Support of VoIP, video conference systems, and telephony systems (Zoom, Mitel)
• Deliver various IT projects in agreement with the IT Manager
• Contribute to building and maintaining an effective Global Service Desk Team by developing relationships and making suggestions to drive service improvement

Skills on Resume: 

• Technical Support (Hard Skills)
• Service Management (Hard Skills)
• Knowledge Documentation (Hard Skills)
• Problem Analysis (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• Application Support (Hard Skills)
• Team Collaboration (Soft Skills)
• Service Improvement (Soft Skills)

Job Summary: 

• Represent IT courteously, professionally, and effectively to the rest of the organization
• Clearly document and effectively prioritize client requests into the RGA ticket management software
• Provide second-level support and follow up to RGA associates for user system hardware/software, printers, application support, and networking issues
• Identify, isolate, and define problems, and resolve them promptly when able, or escalate them when unable to resolve
• Use strong questioning skills, solicit the participation of others, and focus on significant points in discovering solutions
• Provide remote technical support for offices across the AP region
• Maintain a high customer satisfaction rating
• Follow Global IT processes, policies, and direction

Skills on Resume: 

• Client Communication (Soft Skills)
• Ticket Management (Hard Skills)
• Technical Support (Hard Skills)
• Problem Solving (Soft Skills)
• Remote Assistance (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Process Compliance (Hard Skills)
• Team Collaboration (Soft Skills)

Job Summary: 

• Provide a comprehensive 1st and 2nd line support service for the operation of computers, telephones, photocopiers, and peripheral equipment, either personally or in liaison with other members of the ICT team, third parties (3rd line support provider)
• Provide a technical assistance service to students and staff in the use of IT equipment
• Be responsible for efficient network performance.
• Ensure compliance with health and safety regulations is maintained at all times in the delivery of technical services.
• Manage individual call logs and escalate more complex issues promptly.
• Perform PC hardware repairs and upgrades.
• Arrange and ensure that hardware and software are adequately maintained and that problems are reported and rectified within adequate timescales.
• Detect, diagnose, and resolve PC, printer, and peripheral device faults.

Skills on Resume: 

• Technical Support (Hard Skills)
• User Assistance (Soft Skills)
• Network Management (Hard Skills)
• Safety Compliance (Hard Skills)
• Issue Escalation (Soft Skills)
• Hardware Maintenance (Hard Skills)
• Software Management (Hard Skills)
• Fault Diagnosis (Hard Skills)

Job Summary: 

• Monitor the Helpdesk platform to ensure tickets are assigned appropriately, resolved timely manner, SLAs are met, and weekly/monthly reports are prepared and sent to the Head of IT.
• Triage Helpdesk and service requests, and escalate more technically challenging issues/problems to senior team members and/or vendors.
• Provide 1st, 2nd line support to IT requests/incidents.
• Liaise with all stakeholders to carry out a post-implementation review of projects and change requests.
• Configure and monitor security software and tools such as anti-virus and vulnerability assessment.
• Assist with daily and occasional evening and weekend technical tasks, problem management, and projects.
• Administration and maintenance of Windows and Linux servers, O365, and Active Directory.
• User desktop workstation support, including Windows and MS Office.
• T24 Banking application support, including running the close of business (COB) process
• Implementation and documentation of all assigned projects/tasks.
• Provide support and take part in IT audits and Business Continuity tests.
• Maintain and contribute to the development of the department’s documentation, including procedures, FAQs, IT outages, vendor list, and manuals.
• Support and mentor junior members of staff, ensuring service delivery needs are met.
• Support and maintain security solutions to protect the bank from cyber threats.
• Support other banking applications like Siena, Kondor, T24, Bloomberg, Reuters, etc.

Skills on Resume: 

• Helpdesk Management (Hard Skills)
• Incident Escalation (Hard Skills)
• Technical Support (Hard Skills)
• Stakeholder Coordination (Soft Skills)
• Security Administration (Hard Skills)
• Server Management (Hard Skills)
• Project Documentation (Hard Skills)
• Team Mentoring (Soft Skills)

Job Summary: 

• Operating the IT Helpdesk and providing 1st/2nd line support as a single point of contact for all incoming IT issues for infrastructure, hardware, and software
• Troubleshooting and diagnosis of hardware and business software, and escalating
• Deploying new hardware/software and continuing existing hardware refresh/replacement schemes, ISO 27001 maintenance
• Maintaining appropriate documentation
• Day-to-day administration of IT hardware and systems
• Preparing and configuring PCs, laptops, tablets, and phones
• Providing the management and distribution of mobile, computing, and software assets
• Liaising and working with 3rd party vendors to resolve hardware or software issues

Skills on Resume: 

• Helpdesk Operation (Hard Skills)
• Technical Support (Hard Skills)
• Issue Escalation (Hard Skills)
• Hardware Deployment (Hard Skills)
• System Administration (Hard Skills)
• Asset Management (Hard Skills)
• Vendor Coordination (Soft Skills)
• Documentation Maintenance (Hard Skills)

Job Summary: 

• Deal with telephone calls and walk-ins as part of the Onsite customer support, resolving as many IT issues on initial contact as possible within the agreed service level and support portfolio agreement
• Give instructions to users to tackle issues or solve them remotely and or at the desk
• Configure/install software and hardware related to the workplace availability
• Ticket entry and maintenance, and ensuring issues are well documented and can be picked up or forwarded to other resolver groups
• End-to-end ticket responsibility and management to ensure an on-time and accurate solution
• Hardware provision and 'how to use it' training, e.g, laptops, printers, iPads, consumables, etc
• Education and training of the customers on the systems and applications in the support portfolio, to ensure maximum availability
• Support members of the UKMC at other venues as the need arises.

Skills on Resume: 

• Customer Support (Soft Skills)
• Remote Assistance (Hard Skills)
• Software Configuration (Hard Skills)
• Ticket Management (Hard Skills)
• Issue Resolution (Hard Skills)
• Hardware Training (Soft Skills)
• User Education (Soft Skills)
• Onsite Support (Hard Skills)

Job Summary: 

• Proactive in recognizing service failures, subsequent impact on the user base, and taking appropriate action to ensure resolution of the problem.
• Validate documentation for application and infrastructure projects in the handover procedure
• Ensure knowledge building within the team, knowledge base, and ensure a high level of customer IT services
• Help colleagues by sharing information, knowledge, and experience.
• Maintain all Customer Support Standard Operating Procedures, Knowledge Base, and support scripts
• Reviews and accepts changes, hand-overs, etc, that will occur on the support portfolio
• Participate in end-to-end process boards and initiatives like the IT landscape/architecture board, Change Authority Board, Handover, and IT marketing board
• Contribute and or lead continuous improvement cycles on IT-facing processes and or other IT processes

Skills on Resume: 

• Problem Resolution (Hard Skills)
• Documentation Validation (Hard Skills)
• Knowledge Management (Hard Skills)
• Team Collaboration (Soft Skills)
• Process Compliance (Hard Skills)
• Change Management (Hard Skills)
• Continuous Improvement (Soft Skills)
• Customer Service (Soft Skills)

Job Summary: 

• Provide 1st-level support to internal users via phone and email.
• Ensure that all incidents are correctly logged and actions are clearly documented.
• Troubleshoot and resolve issues as the first point of contact, providing the highest level of customer service.
• Ensure that incidents are resolved promptly according to set targets.
• Ensure that support procedures and processes are followed and report on any significant and recurring issues.
• Maintain communication with internal clients and other key stakeholders to ensure they remain informed.
• Assist with the installation and configuration of desktops and other hardware 
• Provide technical support for hardware components such as desktops, printers, and scanners.
• Contribute to the effectiveness of the support team, including sharing of knowledge and information, documenting processes and procedures.

Skills on Resume: 

• User Support (Hard Skills)
• Incident Management (Hard Skills)
• Issue Troubleshooting (Hard Skills)
• Customer Service (Soft Skills)
• Process Compliance (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Hardware Installation (Hard Skills)
• Knowledge Sharing (Soft Skills)

Job Summary: 

• Log, prioritization, and escalation of IT support issues and requests.
• Resolution of all support issues and requests via telephone or desk-side assistance.
• Develop and maintain good working relationships with internal users.
• Assist the CTO with project tasks
• Undertake installation and maintenance of internal IT infrastructure.
• Maintain the internal Cloud environment.
• Routine systems administration tasks.
• Administration of hardware inventories and software licenses.

Skills on Resume: 

• Ticket Prioritization (Hard Skills)
• Issue Resolution (Hard Skills)
• User Relations (Soft Skills)
• Project Assistance (Soft Skills)
• Infrastructure Maintenance (Hard Skills)
• Cloud Administration (Hard Skills)
• System Administration (Hard Skills)
• License Management (Hard Skills)

Job Summary: 

• Serve as a point of escalation for systems troubleshooting and issue resolution
• Update tickets following a documentation standard template, stating or restating the Issue, Actions Taken, and Next Actions Needed
• Maintain documentation of images, procedures, and policies. 
• Testing, building, and documenting the necessary steps for deploying hardware and software, resolving escalated issues, and utilizing support tools
• Fulfill Service Requests such as device moves, software installations, and equipment configuration changes
• Verify that issues have been fully resolved to the client's satisfaction.
• Participate in the weekly on-call duty rotation, providing after-hours support to customers and support equipment
• Support business continuity plans and site readiness
• Maintain system backups, and regularly conduct testing of restored data
• Document, track, and monitor all problems and requests to ensure a timely resolution
• Consistently meets the service target objectives and ticket resolution rates.

Skills on Resume: 

• System Troubleshooting (Hard Skills)
• Ticket Documentation (Hard Skills)
• Procedure Maintenance (Hard Skills)
• Hardware Deployment (Hard Skills)
• Service Fulfillment (Hard Skills)
• Client Satisfaction (Soft Skills)
• Backup Management (Hard Skills)
• Oncall Support (Soft Skills)

Job Summary: 

• Configuration of the Learning Management System
• Work together with the teams developing new courses, suggesting the best technical approach that fits the framework
• Implement new interfaces and data feeds, working closely with the BI Team
• Data analysis and specifying Reports and Dashboards needed by the Stakeholders
• Technical Requirements elicitation and documentation
• Communicate thoroughly and effectively with internal and external stakeholders
• Coordinate technical work with external service providers
• Escalate customer support to the necessary leadership.
• Collaborate with other IT team members to provide best-in-class service.

Skills on Resume: 

• LMS Configuration (Hard Skills)
• Course Development (Hard Skills)
• Data Integration (Hard Skills)
• Report Analysis (Hard Skills)
• Requirements Documentation (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Vendor Coordination (Soft Skills)
• Team Collaboration (Soft Skills)

Job Summary: 

• Resolve service requests and incidents in the Jira (helpdesk portal)
• Perform computer, phone, printer, and other information technology add, move, and change
• Support internal team members via phone calls, chats, and the ticketing system
• Maintain Anti-Virus and data encryption systems, and verify computers are current with security patches and virus definitions
• Set up Office 365 email accounts and update active directory user groups and permissions
• Create documentation in the knowledge base to better serve the end-users
• Work on multiple projects to meet company deadlines
• Engage and communicate with internal and external resources and users to resolve technical issues.
• Debug issues with configuration and code-specific.

Skills on Resume: 

• Incident Resolution (Hard Skills)
• Hardware Maintenance (Hard Skills)
• User Support (Hard Skills)
• Security Management (Hard Skills)
• Account Administration (Hard Skills)
• Knowledge Documentation (Hard Skills)
• Project Management (Soft Skills)
• Technical Communication (Soft Skills)

Job Summary: 

• Monitor incoming service channels and collaborate with teammates to address customer needs promptly
• Accurately track work in the ticketing system from intake through resolution, and use current standards and best practices to triage, escalate, and resolve work
• Drive satisfaction by communicating well and setting appropriate expectations with stakeholders
• Consistently use the knowledge base to resolve incoming work, plus create new articles or improve existing articles with updated information
• Proactively escalate service issues, trends, and improvement suggestions to senior peers or management
• Build, configure, deploy, and maintain personal computing products to meet business needs using standard procedures, including desktops, laptops, tablets, research workstations, and mobile devices
• Consult with customers about their business/technical needs and work with peers to implement solutions
• Documents customer issues in the call tracking system timely and accurate manner
• Assists in the real-time resolution of support issues to decrease downtime and to bring about high levels of satisfaction
• Keeps current on policies and relevant product and industry trends to provide technically accurate solutions to customers.

Skills on Resume: 

• Service Monitoring (Hard Skills)
• Ticket Management (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Knowledge Management (Hard Skills)
• Issue Escalation (Hard Skills)
• Device Deployment (Hard Skills)
• Customer Consultation (Soft Skills)
• Technical Awareness (Soft Skills)

Job Summary: 

• Advise customers with more complex, second-line queries on software
• Flexible and proactively handle incoming and unresolved customer queries and service questions
• Identifies, researches, resolves, and responds to a high volume of issues or questions received from internal customers
• Perform IT system health checks at customer sites and consult on improvements to use the solutions
• Have SLA meetings with customers and strive for a consultative approach
• Support on internal IT-related questions and issues from colleagues
• Application management of some of the internal information systems to add value to the business
• Support on the Azure Cloud environment hosting the products for customer environments.
• Provides status and follow-up information to colleagues
• Escalates calls to the appropriate departments

Skills on Resume: 

• Customer Support (Soft Skills)
• Query Resolution (Hard Skills)
• System Consultation (Soft Skills)
• Performance Monitoring (Hard Skills)
• SLA Management (Hard Skills)
• Application Administration (Hard Skills)
• Cloud Support (Hard Skills)
• Team Communication (Soft Skills)

Job Summary: 

• Support big data applications that will eventually migrate to Azure
• Ensure workflows, processes, tooling, and applications meet the highest production quality standards
• Contribute ITIL production expertise to the onboarding of existing and new IT products and services
• Define workarounds for known errors, initiate Problem Management, and drive process improvements
• Assist in planning BCP, patching, and other infrastructure-related projects
• Contribute to automating manual processes
• Create and maintain departmental documentation and procedures.
• Manage and/or participate in assigned projects.

Skills on Resume: 

• Data Support (Hard Skills)
• Quality Assurance (Hard Skills)
• ITIL Management (Hard Skills)
• Problem Management (Hard Skills)
• Infrastructure Planning (Hard Skills)
• Process Automation (Hard Skills)
• Documentation Maintenance (Hard Skills)
• Project Coordination (Soft Skills)

Job Summary: 

• Desktop support of the existing Microsoft Windows-based infrastructure
• Work with end users to troubleshoot and resolve hardware, software, and telecommunication issues
• Monitor the network environment to ensure compliance with software updates and security systems
• Assist in the rollout of new hardware and software deployments
• Monitor the ERP application to ensure the quality of data
• Provide and monitor KPI metrics from the ERP application to monitor and support business objectives
• Analyze business processes to ensure the most efficient use of the company’s Information Systems
• Collect and analyze evidence (deliverables) with internal/external compliance and auditing agencies/officials
• Process entitlement, compliance review requests and/or incident/change

Skills on Resume: 

• Desktop Support (Hard Skills)
• Issue Troubleshooting (Hard Skills)
• Network Monitoring (Hard Skills)
• Software Deployment (Hard Skills)
• Data Analysis (Hard Skills)
• KPI Reporting (Hard Skills)
• Process Optimization (Soft Skills)
• Compliance Management (Hard Skills)

Job Summary: 

• Install, maintain, and repair voice, data, and wireless communications systems.
• Maintain technology/telecommunication equipment and install, rearrange, and remove equipment and associated wiring.
• Interpret service orders, circuit diagrams, and electrical schematics.
• Test, locate, and repair equipment problems associated with trouble calls, and perform routine maintenance.
• Verifies work order information and receipt of all necessary equipment and information.
• Provides guidance and work leadership to less-experienced technicians.
• Maintains current knowledge of relevant technologies.
• Communicate with the team and clients via email, phone, Onsite visits, and the ticket system.
• Provide high-level client support and technical issue resolution remotely and onsite at client offices

Skills on Resume: 

• Telecom Installation (Hard Skills)
• Equipment Maintenance (Hard Skills)
• Circuit Interpretation (Hard Skills)
• Fault Repair (Hard Skills)
• Work Verification (Hard Skills)
• Team Leadership (Soft Skills)
• Technical Knowledge (Hard Skills)
• Client Communication (Soft Skills)

Job Summary: 

• Provide hardware/software/network problem diagnosis/resolution via telephone for the customer’s end users
• Route problems to internal support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware/Software/network problem resolution.
• Administer and provide User Access and Exit controls.
• Use the Call Tracking System to document and manage problems and work requests, and their respective resolutions and circumventions.
• Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures, and fostering teamwork.
• Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.
• Configuration and installation of client equipment to connect to the network and/or domain.
• Provide training to clients, e.g, Citrix services, remote access, proprietary tools, etc

Skills on Resume: 

• Problem Resolution (Hard Skills)
• Vendor Coordination (Soft Skills)
• Access Administration (Hard Skills)
• Ticket Management (Hard Skills)
• Team Collaboration (Soft Skills)
• Knowledge Sharing (Soft Skills)
• Equipment Configuration (Hard Skills)
• Client Training (Soft Skills)

Job Summary: 

• Troubleshoot advanced software, hardware, and operating system issues
• Perform software installations, configurations, and upgrades
• Effectively manage user expectations by communicating status and progress throughout the issue resolution process
• Interface with department managers to gather hardware and software requirements for incoming team members
• Load Windows operating system and software onto PCs, configure accordingly, and migrate data before deploying to team members
• Provide IT support during twice-yearly Engineering rotational moves
• Relocate PC hardware when team members are moved on an ad-hoc basis
• Documentation of the procedures related to the Desktop environment.
• Administration of the System Center suite.
• Monitor support incidents and work with support staff to prioritize and resolve them efficiently.

Skills on Resume: 

• Software Troubleshooting (Hard Skills)
• System Configuration (Hard Skills)
• User Communication (Soft Skills)
• Requirement Gathering (Soft Skills)
• Data Migration (Hard Skills)
• IT Support (Hard Skills)
• Procedure Documentation (Hard Skills)
• Incident Management (Hard Skills)

Job Summary: 

• Be responsible for providing 1st/2nd line support on all aspects of the IT infrastructure and daily BAU.
• Provide overall support to all aspects of the IT infrastructure at the regional level to ensure maximum uptime.
• Build effective relationships with colleagues and the business to ensure effective IT service delivery.
• Analyze and propose methods of improving service delivery in local regions.
• Follow the Project methodology for IT technical projects and improvements
• Contribute to and follow all global and local IT processes by IT Management
• Actively participate in projects by IT Management
• Problem-solving during the operations of the business.
• Deployment of workstations and software, as well as management of their updates.

Skills on Resume: 

• Technical Support (Hard Skills)
• Infrastructure Management (Hard Skills)
• Service Delivery (Soft Skills)
• Process Improvement (Soft Skills)
• Project Methodology (Hard Skills)
• Process Compliance (Hard Skills)
• Problem Solving (Soft Skills)
• Workstation Deployment (Hard Skills)

Job Summary: 

• Provide internal users with help desk support and troubleshooting.
• Installs new software releases, system upgrades, evaluates and installs patches, and resolves software-related problems.
• Support network changes and server maintenance.
• Hardware/software setup, installation, and training for new users.
• Maintains data files and monitors system configuration to ensure data integrity.
• Diagnose and troubleshoot, and repair/replace Cisco Unified Communication phones and accessories.
• Provide support for voice and mobile infrastructure/equipment across all departments, including Moves, Adds, and Changes (MACs) in Cisco phone and voicemail systems.
• Provide on-site and remote IT support to staff members.
• Communicate regularly with the clients' internal departments and their teams to understand their technology needs and concerns.
• Analyze information, identify current and potential problems, and propose solutions.

Skills on Resume: 

• Helpdesk Support (Hard Skills)
• Software Maintenance (Hard Skills)
• Network Support (Hard Skills)
• User Training (Soft Skills)
• Data Integrity (Hard Skills)
• Telecom Troubleshooting (Hard Skills)
• Remote Assistance (Hard Skills)
• Problem Analysis (Soft Skills)

Job Summary: 

• Adheres to policies and Procedures, IT standards, and IT best practices
• Manages all support requests through the help desk ticketing system and escalates problems.
• Provides the necessary and appropriate action for troubleshooting and determining the root cause of reported issues.
• Provides support through the help desk ticketing system, phone calls, remote support, and desk-side visits.
• Takes the appropriate actions and makes recommendations to resolve each end-user issue, including escalation of calls to Tier 3 support within the IT staff.
• Takes ownership and manages each call while maintaining the appropriate communications to all stakeholders.
• Provides support and guidance in the proper use of technical solutions for personnel, business consultants, and partners who access the network.
• Maintains customer awareness of the status of work items while providing the necessary follow-through to bring work items to closure.
• Provides timely, professional, and knowledgeable responses in working through end-user issues.
• Provides timely and accurate documentation for internal cross-training and knowledge base.
• Images, configures, manages, and troubleshoots new and upgraded PC's with software
• Manages and maintains hardware and software assets
• Maintains, documents, and tracks hardware and software inventory
• Provide one-on-one training and education to end users for all applicable Ergon software
• Conducts and supports internal customers' need assessments, makes recommendations, installs, coordinates moves, and reconfigures computer assets

Skills on Resume: 

• Policy Compliance (Hard Skills)
• Ticket Management (Hard Skills)
• Root Cause Analysis (Hard Skills)
• User Support (Hard Skills)
• Issue Escalation (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Asset Management (Hard Skills)
• User Training (Soft Skills)

Job Summary: 

• Providing excellent customer experience through technical issue resolution and customer service
• Answering and logging incoming call and chat support requests
• Maintaining detailed, accurate notes and time records
• Troubleshooting and resolving technical issues until resolution or escalation
• Referencing and updating client documentation and user guides
• Liaising with 3rd party software vendors
• Managing the life cycle of support requests through to resolution.
• Contributing to and maintaining the IT Knowledge Base.
• Processing all IT-related aspects of Personnel Change, including New Starters and Leavers.
• Building and managing IT User Assets, including Laptops, iPhones, and Desktops.
• Providing 1st/2nd line tech support within Service Level Agreements.
• Providing Video Conference and meeting room support, tech includes Polycom and BlueJeans
• Working with other technology teams to resolve incidents and requests

Skills on Resume: 

• Customer Service (Soft Skills)
• Technical Troubleshooting (Hard Skills)
• Ticket Documentation (Hard Skills)
• Vendor Liaison (Soft Skills)
• Knowledge Management (Hard Skills)
• Asset Management (Hard Skills)
• Video Support (Hard Skills)
• Team Collaboration (Soft Skills)

Job Summary: 

• Give support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems
• Create records of daily data communication transactions, issues, and remedial actions taken, or installation activities
• Arrange hardware repairs with the appropriate vendors
• Preserve, inspect, and mend computer systems, hardware, printers, and computer peripherals
• Fix computer problems, and recommend appropriate action/solutions
• Interface regularly and effectively with ticket submitters
• Offer support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems
• Be in contact regularly and effectively with ticket submitters
• Rectify computer problems, and suggest appropriate action/solutions
• Support, examine, and repair computer systems, hardware, printers, and computer peripherals
• Organize hardware repairs with the appropriate vendors
• Offer computer desktop support in accordance with established policies and procedures
• Keep up, explore, and fix computer systems, hardware, printers, and computer peripherals
• Curate records of daily data communication transactions, issues, and remedial actions taken or installation activities
• Interface regularly and effectively with ticket submitters

Skills on Resume: 

• Technical Support (Hard Skills)
• Issue Resolution (Hard Skills)
• Vendor Coordination (Soft Skills)
• Hardware Maintenance (Hard Skills)
• Problem Solving (Soft Skills)
• Ticket Communication (Soft Skills)
• Desktop Support (Hard Skills)
• System Repair (Hard Skills)

Job Summary: 

• Installation and replacement of end-user IT workplace equipment (pc’s, smartphones, printers, collaboration tools)
• Support managing local servers and networks in collaboration with global IT teams
• Processing and taking ownership of tickets from customers
• Training and education of users in relation to the IT workplace and collaboration tools
• Contributing to the improvement of IT services and knowledge databases
• Following (internal and external) audit requirements
• Engage with the third-party Managed Service Provider to oversee any local escalations
• Assist with maintaining, enforcing, and developing the global user support model
• Assist with maintaining the existing infrastructure estate
• Assist with onboarding and offboarding's
• Manage hardware procurement and administration across the group

Skills on Resume: 

• Equipment Installation (Hard Skills)
• Server Management (Hard Skills)
• Ticket Ownership (Hard Skills)
• User Training (Soft Skills)
• Service Improvement (Soft Skills)
• Audit Compliance (Hard Skills)
• Vendor Coordination (Soft Skills)
• Hardware Administration (Hard Skills)

Job Summary: 

• Provide first-line application support, including incident and problem identification, analysis, diagnosis, and resolution or escalation
• Assist in resolving incidents, questions, and requests communicated either over the telephone, e-mail, or web within the agreed KPI targets on a 24x7 basis.
• Work with the IT team to identify recurring and common incidents and contribute to the development/solutions that reduce them.
• Adhere to call management procedures, including escalations.
• Ensure that the customers, the Practice and IT Team Leaders and Managers are kept informed of progress for each case at all times.
• Install, maintain, and upgrade workstations, desktops, and laptops to Windows 10.
• Respond to and resolve workstation, application, and any hardware-related issues for Windows 10.
• Diagnose and support hardware failures, operating system application issues, and network connectivity.
• Update inventory records in the client’s proprietary asset management database.
• Provide outstanding customer service and display utmost professionalism to everyone within the healthcare system.
• Respond to all incident requests from stores and business partners to meet or exceed established Service Level Agreements (SLAs)
• Maintain day-to-day contact with team members for issue trends
• Manage continuous improvement methodologies in day-to-day policies and procedures with other IT Support teams to provide decreased incidents from retail stores and corporate office users.

Skills on Resume: 

• Application Support (Hard Skills)
• Incident Management (Hard Skills)
• Problem Analysis (Hard Skills)
• Workstation Maintenance (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• Asset Management (Hard Skills)
• Customer Service (Soft Skills)
• Process Improvement (Soft Skills)

Job Summary: 

• Serve as the third escalation point for IT support questions.
• Be responsible for leading change management efforts impacting user desktops.
• Ensure proper documentation in the knowledge base, including best practices on support calls.
• Lead initiatives to implement new technology and processes.
• Develop a training curriculum for users and provide training for users.
• Serve as the first escalation point for on-call support questions.
• Conduct inventory, maintenance, and troubleshooting for all hardware and compute infrastructure
• Ensure compliance with all IT standards and security policies
• Develop instructional documentation and provide training to Rioters
• Roving support for all Workstation, Dev Console, and Mobile Phone needs.
• Identify gaps across hardware and services, and then execute initiatives to improve the quality of service

Skills on Resume: 

• Technical Leadership (Soft Skills)
• Change Management (Hard Skills)
• Knowledge Documentation (Hard Skills)
• Technology Implementation (Hard Skills)
• User Training (Soft Skills)
• Hardware Maintenance (Hard Skills)
• Policy Compliance (Hard Skills)
• Service Improvement (Soft Skills)