• Acting as first level support for SAP and general network users. Dealing first hand with calls from within the UK and around Europe in English, Spanish, French and Italian.
• Communicating with users over the phone and via incoming emails to a dedicated mailbox.
• Distribution of incoming workload to other teams and colleagues. Management of 4 workload queues simultaneously.
• Network and SAP password resets. SW and HW installations such as networked and local printers, SAP application and logon pad, Outlook 2000/XP/2003 problems
• Liaising with colleagues, IT departments and Third Parties across Europe.
• Daily use of Windows XP, 2000, 97, Internet Explorer, MS Office XP, 2003
• Helping resolve problems according to a variety of SLA. Prioritisation of calls accordingly.
• Creating daily progress/performance reports for use across IT departments as well as our own. Use of Crystal Reports, Call-View Wizard for Telephone reports.
• Local Intranet, Touchpaper call-logging Application, Dameware Mini Remote-Control Tool

• Creation of new users and granting of network access Europe-wide.
• Use of Exchange Administrator, Active Directory, Exchange, Access databases, Blackberry server administration
• Creation and administration of users in intranet based applications and Albert And Wirsam / Unix based SW’s.

• Administration of customer’s paperwork and invoices. Experience in dealing with Export Documentation such as Certificate Of Origin, EUR1, ATR, Commercial Invoices, Packing Lists etc.
• Liaising with dealers across Europe, managers and logistics companies for ‘Ex-Works’ customers.
• Co-ordinating key customer’s orders and sample requests.
• Communication via Telephone, Email and Fax. Both Inbound and Outbound calling.
• Dealing with customer’s enquiries and problems and advising accordingly.