Jason M.

1st Line Support Technician @Codestone Group

Originally contracted to be based on Service desk but was Seconded to working as a 1st Line Support Technician supporting Virgin Management and Virgin Red.My day to day duties include ensuring all tickets are acknowledged and responded to within agreed SLAs, tickets are resolved within agreed SLAs, new accounts are created and processed, leaver accounts are processed and disabled, ensuring that all communications via email, slack, teams and incoming calls are logged with correct and accurate information for triaging and handling. My additional duties also include checking that documentation is up to date, ensuring that licenses for Office 365 are available and/or on order if required.I am also responsible for ensuring that clients receive support for any issues or requests that they encounter and providing assistance to on-site engineers based in London.Now currently based on Service desk.My duties currently include, ensuring calls are answered within SLA, emails are raised into ticketing system and responded to with a timely fashion. Taking initial steps to assist users who are unable to log into SAP, creating user accounts within Active Directory.When required, I provide I.T support to clients within issues ranging from performance issues, Office applications issues to unable to connect to VPN\'s, refreshing AVD profiles and many more.