In my role at Ageas Insurance, I was an IT Support Technician (2nd Line) accountable for the delivery of IT Support to both internal and external contacts – (over 5,000 employees at various UK offices & remote). Understanding issues which arose on a day to day basis, diagnosing the reasons behind problems and providing the best solutions within defined SLA’s.
I was responsible for owning customer issues through to resolution, escalating cases where necessary to 3rd line support and external support providers where appropriate. As well as communicating to users about ongoing incidents or problems ensuring that a resolution was applied within the shortest possible time frames to minimalise business interruption.
Other responsibilities included managing the asset database, participation in disaster recovery tests, maintaining daily backups and the installation, setup and configuration of PC’s, Laptops, Mobiles & Tablets/iPad’s for new and existing users. I was also involved in a number of projects such as the Flexible work from home rollout, Digital signage implementation and the migration from Windows Mobile to Android.