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* Identify and resolve complex technical issues affecting customer's servers, storage arrays and switches utilizing the tools available and resourcing the necessary support staff. * Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. * Advise and educate customers to ensure a complete solution to their technical needs. * Provide advanced OS and application support to customers, liaising with the Software Solutions Team. * Provide input into Post Incident Reviews/Post Problem Reviews for major escalations. * Train, coach and develop team members to ensure they have the necessary skills and knowledge.

* Manage and develop the Helpdesk Team to ensure high level end-user support is provided timely and efficiently. * Design, support and enhance the network infrastructure to provide a stable and high performing platform to the business. * Plan and implement key infrastructure projects in the areas of network, telephony, application, security and process improvement. * Responsible for staff development, scheduling, support rota, overtime and resourcing of all additional business IT requests. * Extensive experience with Windows Server 2003/2008, SQL, Active Directory, Group Policy, Exchange, VMware Infrastructure 3.5, VSphere 4, Lotus Domino, XP, Windows 7, Outlook and Lotus Notes. * Advanced experience with VPN solutions, RSA SecurID, McAfee Virus Enterprise, EPO, Symantec Endpoint Protection, Symantec Backup Exec, Altiris and WSUS.

* Responsible for the performance and development of a team of 2nd Level Technical Support Engineers. * Identify and resolve 3rd level technical issues affecting customer's laptops and desktops utilizing the tools available. * Responsible for process analysis, process improvement and key projects within the Client Support Team. * Manage & maintain large corporate accounts to ensure first class customer satisfaction. * Train, coach and develop team members to ensure they have the necessary skills and knowledge. * Core team member in setting up a new sister call center site in Glasgow, which included a 6 month secondment to conduct interviews, training and deploy best practice processes and procedures.

* Provide award winning telephone support to Dell Gold Customers, supporting desktops, laptops, printers, PDAs and TVs. * Provide a high level of support to the Business with advanced hardware, operating system and application issues. * Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. * Maintain comprehensive knowledge of Dell's product line and service offerings along with future industry products and technologies.

Since 1984, Dell has played a critical role in enabling more affordable and accessible technology around the world. As an end-to-end computing solutions company, Dell continues to transform computing and provide high quality solutions that empower people to do more all over the world.We serve customers ranging from the world's largest businesses and public-sector organizations, to small and medium businesses, and individual consumers. We are deeply committed to serving our community, and the company has also received numerous accolades ranging from employer of choice to energy conservation awards.At Dell, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. This means fostering an open approach to technology innovation that delivers effective solutions for all customer challenges. We believe technology is essential for human success and that it should be accessible to everyone.

Since 1984, Dell has played a critical role in enabling more affordable and accessible technology around the world. As an end-to-end computing solutions company, Dell continues to transform computing and provide high quality solutions that empower people to do more all over the world.We serve customers ranging from the world's largest businesses and public-sector organizations, to small and medium businesses, and individual consumers. We are deeply committed to serving our community, and the company has also received numerous accolades ranging from employer of choice to energy conservation awards.At Dell, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. This means fostering an open approach to technology innovation that delivers effective solutions for all customer challenges. We believe technology is essential for human success and that it should be accessible to everyone.

This programme is aimed to develop and increase innovation and management skills in the technology area, promoting a synergy between management, science & technology disciplines. The academic and practical skills that are developed allow participants to take up positions of responsibility in areas such as the management of R&D and innovation, transferring and using technology, marketing and business/technology strategy. Modules: - Project Management - Process Improvement & Innovation - Quality Management - Business Information Systems - Organisation Theory - Manufacturing & Services Systems - Management Accounting - Digital Marketing - Applied Stats & Reliability