University of Portsmouth

Technical Support Specialist at American Express Global Business Travel

London, England, United Kingdom

American Express Global Business Travel

Technical Support Specialist

I work in a team of six people, which provides IT Support to all staff in all offices across England, Scotland and Wales. My role is to work on the IT Helpdesk and provide 1st and 2nd line support with two other people, plus my manager. Working in a small team means my role can be quite varied and has allowed me take on lots of responsibility. The key skills needed and responsibilities my job involves are:
- Excellent verbal and written skills
- Excellent customer service
- Using problem solving to quickly resolve issues
- Log all calls using our call logging system (Was Footprints, now it is Zendesk)
- Escalate 3rd line issues to the relevant person/team
- Make sure the stock levels are up to date and order equipment when needed
- Keep an Asset Database up to date by adding in new equipment and assigning equipment to individuals
- Help set up presentations
- Setting up equipment such as, laptops, desktops, tablets, wireless routers, Blackberry’s and other smartphones
- Train new members of the team to be able to work on the Helpdesk
- Providing equipment and IT support to LTA staff and others at LTA run tournaments throughout the year. These include the Davis Cup, Eastbourne, Queens and Wimbledon.

'Robin Twitchett'