Kamal Friquiche

Technical Specialist @Fidelity International

London, GB

Provision of 1st/2nd line technical support to the UK and European Investment Management personnel.• Provision of out-of-hours support• Management, support and problem solving all desktop associated Incidents and completion of Service Requests (remotely on the phone as well as desk side) within required timescales and SLAs.• Delivering transition from Blackberry to iOS/Android mobile device solution, including installation, configuration and delivering training to users.• Overseeing/Organising projects between Corporate Services and Technology. • Responsible for configuring network ports, patching and IP telephony.• Responsible for general software client maintenance e.g. VDA/App-V• Upgrading and configuring users’ own MAC OS devices to use new remote access software.• Development of guides/instructions for the purposes of sharing knowledge with the team.• Maintain a knowledge base in support of the desktop, Microsoft Office family suite, 3rd party and in-house developed applications and products.• Carrying out desktop/laptop builds using approved process/scripts and processes.• Scheduling timely installations of all desktops/laptops and associated peripherals.• Providing end-user training on both hardware and core desktop applications as required.• Monitoring the call queue regularly and own incidents and service requests to resolution as well as filtering out tickets and passing them onto relevant support queues.• Work closely with application support team to determine resolution for incidents and service requests and development requests• Ensure timely completion of morning system and end of day checks and escalate as required.• Act as the technical point of escalation for any technical issues that team cannot resolve.• Ensure adherence to change management, incident management and problem management processes and assist in facilitating the ongoing review and enhancement of these processes.