Sutton, England, United Kingdom
A versatile, enthusiastic and energetic IT Manager, Self-motivated with a strong customer focus, and strong work ethic has helped me gain a proven track record for flexible, creative and responsive service delivery.
A versatile, enthusiastic and energetic Service Desk Manager with a Top 10 Premier Global Law Firm working in a high pressure legal support environment. Self-motivated with a strong customer focus, and strong work ethic has helped me gain a proven track record for flexible, creative and responsive service delivery. My remit at Ashurst was to manage a team of 15 support analysts during core business hours in the London Office. All Incidents and Service requests are directed via the London Support centre. Having gone through an organisational restructure in 2010, the team, with my guidance, became multi skilled and not only performed telephone based fault resolution but deskside support, hardware maintenance and all aspects of IT administration. The team adhered to procedures and processes that i put in place that allows for a consistently high level of service to be achieved and maintained. Key Achievements Leading a team through a major change, departmental restructure, combining first and second line support into one multi skilled team. Maintaining SLA’s after restructure. Introduction of Knowledge Base, used by IT contacts globally. Increasing FTF performance, from 40% to 85% Speed to answer decreased to an average of 9 seconds. Recruitment of the right people. Performance management of underperforming team members. Consistent quality of major incident communications. Introduction of Project Support including floor walking, Team point person. Trainee moves, redesign and management of process. Management of client Information barriers. Improvements to security of logon credentials. VIP (Partner) - meet and introduction of IT service provision, ensuring IT satisfaction. Vacation Scheme process streamlining. IT User account administration improvements. Presenting a first class IT Service Delivery team. Maintaining excellent relationships with business contacts. Streamlining “pool” IT device delivery processes.