Bryan R.

Information Technology Support Analyst @The Dune Group

London, GB

Primary point of contact for Head Office staff.• Providing support for remote sites, including site visits to our Leicester Distribution Centre.• Logging and resolving ongoing Incidents, Service Requests and Problems that affect business operations.• Documenting any processes.• Ensuring the correct priority and severity of calls and tickets assigned to 2nd/3rd line teams/suppliers.• Following up on open Incidents/Service Requests with support teams and third parties.• Providing excellent customer-facing care to the business via ticketing system, telephone and in-person.• Support of 500+ users including desktops, applications, phone systems and day-to-day IT administration including Active Directory and IP.• Understand and follow an escalation process when required.• Support stores including EPOS (point of sale) and card payment machines.• Support of all our key offices/sites across multiple locations internationally.• Provide out-of-hours support to over 350 stores as part of a service desk rota.

University of the Arts London

Diploma of Education