Zoe Dunford

Desktop Support Analyst @Goodwin

London, GB

Resolve complex hardware, software, and network issues escalated from first-level support using the ServiceNow ticketing system- Install, configure, and maintain operating systems, software, and hardware for end-users. Systems including Windows 11 deployment, VMWare Horizon View remote desktops, installing local print drivers for remote printers, etc- Provide remote troubleshooting and user support, ensuring minimal downtime and full transparency with users to ensure user confidence toward the team- Manage user accounts, permissions, and access rights using Active Directory, Cayosoft, and Cisco- Deploy software updates, patches, and PC upgrades on warrantee cycles maintaining documentation for technical processes- Set up and support audio-visual equipment for meetings, conferences, and events, for more complex AV rooms, as well as providing support for Zoom Rooms and the use of the OWL devices- Maintain and troubleshoot video conferencing systems and AV hardware, and effectively be able to communicate the troubleshooted issues to third party engineers to resolve the issues.