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  • Accomplishments and Experience
  • 0 3rd line software and hardware support to customers in office & remotely based, including proactive advice and training
  • 0 adhere to multiple projects within cbs from network testing with 3rd
  • 0 administering/deploying/migrating and resolving issues revolved around ms o365 & ms office 2019
  • 0 assist av (audio visual) team with configuration of skype meeting rooms & logitech meeting devices
  • 0 assist with regional teams to onboard graduates & new joiners
  • 0 build specific deloitte windows & mac os x machines when required to assist build team
  • 0 continual in office network infrastructure testing using multiple devices
  • 0 create & compile problem reports for a knowledge base to liaise back to service desk & 2nd line support team
  • 0 create knowledge articles for service desk, 2nd line support & other teams
  • 0 dealing with major incidents & problem management escalations
  • 0 direct responsibility & on-site contact for deloitte digital in london's farringdon buckley office once a week
  • 0 emphasis on taking initiative whilst following procedures and working with systems and processes
  • 0 ensuring incidents & requests are updated and users receive support in a timely manner
  • 0 exposure to forescout software for network testing in office and off site
  • 0 extensive troubleshooting & knowledge with firewall platforms such as ivanti, bluecoat & mcafee
  • 0 fluent knowledge of installation, configuration and administration of desktop and laptop pcs & tablets (including apple macbook's), printer hardware, & mobility devices (apple) remote tools
  • 0 following the itil framework processes for procedures & on-going changes
  • 0 knowledge of networking protocols & technologies-tcp/ip, dns, dhcp, routing and vlans
  • 0 knowledge of rebuilding sccm & scripts
  • 0 liaise with different teams such as ioc, soc, uc for resolutions within the deloitte infrastructure
  • 0 liaise with identity & access management (i&m) for ad user group accesses
  • 0 maintaining a high level of user satisfaction across the business with high technical & business competency
  • 0 manage & assist with partners & directors retirement process
  • 0 manage emea servicenow tickets escalated to london's onsite queue from various teams within the firm
  • 0 manage ios devices and user accounts via jamf & cyberark
  • 0 microsoft or agile business-related projects within the firm such as implementation of new hardware from various
  • 0 monitoring rpa automation & robotics queue management & overlooking
  • 0 occasional travel around uk to support events such as new graduates & new joiners
  • 0 recording it issues via servicenow and achieving first rate fixes along with proactively reaching out to users with complex issues or common for user devices to be following compliance within deloitte's infrastructure
  • 0 reporting directly to london it manager for uk-risk of unknown software, hardware issues & breached
  • 0 responsible for providing an extremely high-level user focused on-site & off-site support service to all members of the firm
  • 0 set up multi factor authentication via ms authenticator for vip partners & directors
  • 0 supporting & administration of virtualised environment's using citrix, vmware, gotoassist & ms rdp
  • 0 supporting global protect & f5 big-ip vpn issues
  • 0 team lead to global service desk analysts & team supervision of 4 junior technical analyst's to upskill and expertise on how to deal with all levels of colleagues from partners to graduate analysts across the whole firm
  • 0 ticket assignment to team with regular quality checks on sla's & troubleshooting