Line Management of 1st Line Support TechniciansProvision of 1st and 2nd line supportManage and mentor direct reports by using strong People skillsLogging, assigning and prioritisation of 1st line support workloadsAct as a point of escalation for staff and students in the schoolManage the purchasing of all IT equipment together with asset managementProduce analytical reports for management from Service Management SystemDefine and produce procedures and processes which adhere to industry best practiceCommunicate at appropriate levelsManage the security card system and processes together with assisting with the organisation and the taking of pupil photos throughout the academic yearOrganise the IT involvement with the Events team during the yearEnsure that IT Support deliver to the customers’ expectationsImplemented and administer a new Service Management system which is scalable across a number of other departments in the schoolManage Mobile Phone deployment, administration and supportManage Pupil laptop scheme end to end processOrganise and manage holiday schedule of IT WorksProvide ad-hoc IT Training to support staffManage Audio Visual Loans and set upMaintain and organise new Pupil Induction PacksAssist with New Pupil IT Induction TalksUndertake Customer SurveysManage and update Service Management KnowledgebaseUndertake recruitmentUndertake Workstation Assessments as part of Health & Safety Representative roleOrganise various Rota’s, training and team meetingsOrganise Desktop refresh programmeUndertake a variety of 1st line fix tasks to assist the Support TechniciansActive Directory and Exchange administrationOffice 365 spam administrationFortigate Firewall administrationBack ups and file restoresData Manager - Supporting Parent Portal, dealing with Pupil Contact Administration in iSAMS

My key responsibilities have been to strategically develop Service Delivery and to focus on providing a seamless service to our customers. Continuous improvements have been crucial to this growth and have lead to Service Improvement plans being implemented.Some of the strategic initiatives I have been responsible for are:•Implementation of a text messaging service to alert customers of major systems outages to improve communications•Creation of a 3 year Service Desk strategy plan based on the University vision•Development of a web based self service tool for customers to log their own issues•Call reduction initiatives based on trend analysis•Managing transformation of school rooms into Public workstation rooms for Students to use•Ensuring the Service Desk works to industry best practice with the Service Desk Institute (including all staff attending a Service Desk Analyst qualified training course)•Standing in as Project Manager to organise the movement of drives from one server to another and because of this I have recently acquired my Prince2 foundation certificate.•Working with 2nd/3rd line support teams to increase Service Desk knowledge and improve 1st line resolution rates•Transitioning new schools into the support service provided by iSolutions by presenting to them who we are and what we can do for them•Managing the implementation of a Knowledgebase•Creation and implementation of a Customer Satisfaction Survey•Implementation of an out of hours shared support service•Reviewing and restructuring the team when necessary to move from a Log & Assign desk to a Hybrid Technical desk•Resource planning for future growth and development•Reduction of Service Level Target breaches•Windows 7 implementation project board and roll out across the University•Creation and delivery of a Service Desk Good Practice Guide•Leading and encouraging the team to submit an entry for the 2010 Service Desk Awards

Since obtaining this role I have set up a new Service Desk from scratch. This desk consisted of a small team of 5 staff whom I trained up using my previous Helpdesk knowledge and skills to become a team of highly skilled Customer Service professionals.Within my first year of this role I was graded as an outstanding performer for turning around the Service Desk Team and providing excellent Customer Service. The Service desk was also nominated for a Lloyds TSB Make a Difference (MAD) award within the first 6 months of it going live.During my 3 ½ years within this role I have introduced call reduction initiatives and service improvement plans to enhance the service provided by my team. I also managed the User Administration and MIS Support teams in 2007, whereby my team grew from 5 to 13 staff. Part of my role required liaising with various third party helpdesks and Senior Managers in the Business to ensure that the Service Desk provided an aligned service. Management reports are also produced as part of my role together with Relationship Meetings and Service Reviews with other IT Support Teams and the Business Representatives.I have had the opportunity to enhance and develop my People Management and Leadership skills in this role and this has been my prime aim over the past 3 years. I am a member of the Service Desk Institute and have attended various conferences and courses to build networking. I am on the Regional South East Committee with this which involves travelling to London to attend their quarterly meetings and discuss further requirements.

In this role I assisted with IT issues that relate to the business on a day to day basis including first and second line support duties. My skills include answering and dealing with telephone calls, resolving queries, liasing with the business and management, loading software, understanding and monitoring systems, creating, deleting and resetting user accounts, leading and training others, and testing systems. I have also become a subject matter expert for the new call logging system (assyst) which I introduced April 2004 on time and to budget.