Greater Manchester Mental Health NHS Foundation Trust

IT Service Desk Agent responsibilities:

As a 1st Line Support Technician at NHS Professionals, I ensure seamless IT operations by managing these tasks which are mentioned below:

1. Live Chat

Using the live chat, I help NHS staff by answering their questions and resolving issues in real-time. I keep the conversation friendly and professional while trying to provide quick solutions to any IT issues.

2. Network Accounts

When a new member of staff joins the NHS I create new user accounts for staff on Active Directory, assigning the necessary permissions for resource access. I manage Ndrive access for file storage and retrieval and set up shared mailboxes to enhance team collaboration. This ensures a smooth onboarding process and provides new staff with the tools they need from the start.

3. Phone 

Using the phones I handle the reactivation of user accounts and unlock accounts over the phone, ensuring staff can quickly regain access. I guide them through basic IT issues with clear instructions, helping them resolve their concerns effectively. My aim is to provide reliable support that minimizes downtime and enhances their overall productivity.

4. Queue Management 

Queue management focuses on unlocking staff accounts, reactivating accounts, and resetting passwords. I also chase tickets for pending IT approvals to ensure that requests are handled promptly. This approach helps maintain efficiency and keeps the workflow smooth for everyone involved.

5. Back up chat

Back up chat support, involves managing situations where there are too many chats. I step in to pick up a few chats to ensure that everyone gets the help they need promptly. Additionally, I work with Ndrives and shared mailboxes, making sure to add these on accounts of staffs who need this when a ticket is logged. This helps maintain organization and efficiency within the team.

IT Service Desk Agent

The Football Family

Assessor responsibilities:

1. Contact logs 

When I worked as an Assessor I taught the level 2 Hospitality Team Member course, I was responsible for maintaining detailed contact logs that documented the performance of learners. These logs served as an essential tool for tracking their progress throughout the course, providing valuable insights into their development and areas that may require additional support.

2. Reviews 

Every three months, I had to conduct formal reviews of each learner's performance. These reviews allowed me to evaluate their skills against the course objectives and ensure they are on track to meet the required standards. This structured approach not only helped in identifying strengths but also highlights areas for improvement, fostering a supportive learning environment.

3. Observation report

Additionally, I carried out observation reports during my visits to learners in their workplaces. These reports are crucial for assessing their performance in real-world settings, where they can apply the skills learned in the classroom. By providing constructive feedback based on these observations, I helped learners enhance their competencies and succeed in the hospitality industry.

Apprenticeship Assessor

MILESTONE COMMUNITY TRAINING LIMITED

First Line Support Technician 

AGRA TANDOORI LIMITED

- Answering telephone calls
- Serving food to customers
- Working in a fast paced environment
- Booking tables for customers

Waiter

Techienology Ltd

Provide 1st line IT support
- Help customers using service desk engine ticket system by responding to tickets
- Answering 30-45 telephone calls a day from customers and clients
- Replying to emails from customers using outlook to help them with IT related issues

Active Directory
- Creating new user accounts for new users who joined the school
- Resetting passwords for users who have forgotten their password
- Giving users permission to printers and folders
- Disabling old accounts of students who have left
- Some exposure to group policy

Remote Support 
- Helping customers using remote software when they have IT related issues
- Updating and installing software for customers
- The remote software which is used are remote desktop connection, zoho remote assist and ultra vnc

Additional skills
- Confident in using windows operating system 7-10
- Installing software/ hardware in computers
- Confident in using office 365
- Troubleshooting printer issues
- Asset Management used to manage all the hardware used in the company
- Skype for business used to communicate with clients and customers

Junior IT Service Desk Engineer 1st Line

Sports Direct

- Dealing with cash and card payments on the tills
- Working in a fast paced environment where the store is very busy
- Working under pressure and staying calm when under pressure
- Answering telephone calls regarding customer enquiries
- Welcoming customers when they enter the shop and debriefing when they leave
- Working in the shoe department and communicating with other staff regarding shoe brand and size
- Climbing ladders to get down clothes for customers and putting out new stock 
- Staying over time to help out with stock and covering for staff

Salesperson

As a 1st Line Support Technician I have experience in account management such as managing user accounts, unlocking accounts, resetting passwords, and overseeing permissions in Active Directory.

I am proficient in live chat support, which has enhanced my multitasking and real-time problem solving ability in a busy and demanding environment.

Through phone support and team collaboration, I developed strong communication and customer service skills, delivering efficient IT solutions to support staff effectively. 

I have used many remote support tools such as Remote Desktop, Ultra VNC and Bomgar to gain access to staff devices to help resolve technical software faults which has helped develop excellent troubleshooting skills.

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