Supporting internal Barclays users with IT related issues. Strict requirements included having 70% first call resolution.
Solving more complicated technical issues which cannot be resolved by L1 agents. Also improving First line agents response to issues by creating detailed guides how some issues can be solved on spot instead of passing them to 2nd line.
Responsible for location with 300+ users , network and telephony availability. Duties also included planning and buying required IT equipment for the location.
Managing availability of VDI(virtual desktop environment) for one of the largest insurance companies in Europe. Whole environment contained 40k+ virtual desktops. Duties included communication with the customer on their needs, daily reviews of technical data, owner of weekly and monthly calls between us and the customer.