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IT Helpdesk Cover

Sean W
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IT Helpdesk Cover
  • Listing image
  • Listing image

About this service

Are your ticket queues becoming unmanageable, or do you need temporary cover due to staff absence? I can provide IT Helpdesk Staffing support from 1st to 3rd line, including handling telephone support calls, working within IT ticketing systems, or through email support. 


Experienced in 1st - 3rd Line Helpdesk

I have experience at various levels of IT helpdesk support, from incident logging through emails and phones to serving as a technical escalation point. My Helpdesk Staff Cover is reliable, and I are quick to pick up on technologies, allowing me to provide effective IT assistance and technical troubleshooting. I can confidently step right into the 'front line' of any helpdesk,


User Provisioning and Deprovisioning

I have provisioned and de-provisioned hundreds of users across on-prem AD to Microsoft 365 and various software applications. With my experience in IT helpdesk support, I can efficiently work through backlogs of requests, coordinating hardware and software requirements. Additionally, I offer Microsoft 365 assistance and technical troubleshooting, including support for PowerPlatform.


Certifications

I have completed my ITIL v4 Foundation certificate and am currently working towards my CompTIA A+, having successfully finished the first of two examinations. I also have extensive experience in change management processes and some exposure to DevOps. 


Technology / Software I have experience with

Below is a list of some of the technologies and software I have supported as part of my IT helpdesk support, showcasing my expertise in providing helpdesk staff cover and technical troubleshooting:


- Microsoft 365 

- Microsoft Intune

- On-Prem Microsoft Exchange

- On-Prem Active Directory

- Cisco Call Manager

- Cisco Unity

- Cisco Wireless Controller

- RingCentral

- LexisNexis VisualFiles

- SOS Legal

- Microsoft PowerPlatform

- Reapit

- Amiqus

- Diktamen

- Docusign

- Xerox Workspace Cloud

- Citrix Cloud Desktops

- Citrix Endpoint Manager

- vSphere

- Veeam

Servie packages

You can explore ready-made packages created by the expert below. The final price and the content of the work will be agreed upon after getting in touch.

One Day Helpdesk Cover from
€230.00

Join your IT helpdesk for one working day.

One Week Helpdesk Cover from
€1,100.00
Four Weeks Helpdesk Cover from
€4,000.00

Service requirements

Available remote working software (Teamviewer etc.) for connection to systems to carry out work.

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Talent information
Sean W
Sean W
Experienced IT Professional
Loppi
English
Contracts
Freedomly Code of Conduct
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About Me

Born and raised in Scotland, I moved to Finland in the middle of 2024. 


I have always been interested in computers, and whilst completing my undergraduate degree in Politics and International Relations I worked during the summer and Christmas holidays in an IT Helpdesk role. This gave me my "in" to the industry and upon graduation I took up a full time role as an IT Service Delivery Analyst in the legal sector. I then remained in this role, latterly being promoted to Senior Service Delivery Analyst, before my move across the continent. 


Since my...

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Skills & Tools
automations
customer_service
email_automation
user_feedback_analysis
system_architecture
+3
Interests
Cycling
Filmmaking
Music
Video Games

Work experience

Freelancer
7/2024 - Ongoing
IT Service Delivery Consultant
Providing contracted services in areas such as IT Service Delivery, Technical Support, Software Implementation and IT Service Improvement
Aberdein Considine
12/2023 - 6/2024
Senior Service Delivery Analyst
Acting as an escalation point for first-line analysts for tickets that require greater technical understanding or when dealing with contentious situations. Implement new software into the firm, for example Docusign, including running through the onboarding process with contacts from the software company, setting up SSO and structuring a testing program and then rollout plan to users. Being a driving force to get IT projects over the line, acting as a liaison between different parts of the business, organising meetings and providing solutions where there a differing points of view. Helping the firm transition to and implement the full Microsoft 365 suite, including SharePoint, PowerApps, Power Automate and InTune. Writing and maintaining guides within the IT Knowledge Base, both in-depth technical guides for use by other team members, as well as less technical guides for use by users.
Aberdein Considine
6/2019 - 12/2023
Service Delivery Analyst
Providing First Line Support on service requests and incidents logged via Sysaid Service Desk system and through telephone helpline. Whilst a small amount of this is in person support, the vast majority is remote support using Dameware remote control software and occasionally Teamviewer. Escalation of requests and incidents to second- and third-line support when required. Setting up of new user accounts using Exchange 2016 and Active Directory, as well as provisioning of telephone numbers for each new user through Cisco Unified Communications Manager (CUCM). Users are also set up on the firm's legal file management software (Visualfiles) as well as various other software as required. Troubleshooting and first-line support for various Citrix softwares, both through receiver and latterly assisting in migrating users across to the Workspace Desktop and Apps platform. Setup and maintenance of telephone helplines through CUCM and Cisco Unity, including setup and continuous changes to hunt pilots, hunt lists, line groups, call handlers and voicemail boxes. Ordering new IT equipment through various suppliers, building a rapport with each of them and constantly pushing to get the best prices. Orders are tracked through a PO system, with requests made and authorisation provided by relevant line managers and directors through a workflow within Sysaid. Setting up of new IT equipment such as laptops, mobile phones and peripherals. This includes imaging and setting up of new machines, adding to domain, and adding MAC addresses to filter through Cisco Wireless LAN Controller. Providing first-line support for various other software including Reapit, Citrix Sharefile, Microsoft Office, Winscribe, Winzip, Zoom and Adobe Acrobat. Creation of knowledge guides to add to the knowledge base in addition to maintaining and upgrading existing guides.

Education

University of Aberdeen
MA Politics and International Relations, Politics
Graduation 2019