Andy Jackson (Work) Email & Phone Number

Hold weekly Service Improvement meetings with other Service Improvement members across EMEA, discuss ways the IT service can be improved and highlight known issues.Over see Service Improvement work, ensuring competition targets are metAttend the Monthly Managers Meeting and present to the EMEA Head, and Regional Managers on Service Improvement work, discuss outstanding issues and Improvements Achieved.

Haywards Heath And Surrounding Area

Haywards Heath And Surrounding Area

End user support, desktops, laptops, hardware, software, networking. Project management, Problem management, esclation point

Supporting all desktop IT services including desktop PCs, laptops, iPads, IP telephony, meeting room video conferencing and office printing. First line of contact for major incidents and manage the incident in a timely manor. Project manage office relocations, installs and rollouts. Open a new office with 150 users, setup IT infrastructure, train and support users and create IT processes.Meeting customers face to face and handling & prioritising problems across 7 sites around the south of the UK. Approximately 2000 users.Installing and configuring computer systems using different build technologies.Escalating and identify any critical issues.Answering incoming calls from customers, processing emails and logging tickets.Following procedures/checklists and updating support documentation.Support other teams around the UK where required.Manage escalations and major incidents and resolve in a timely manor.Adhere set call response targets and call closure targets.Project manage a very high profile project, which was completed in time and under budget.Manage the UK South and UK Croydon team.Organising staff to cover sickness/annual leave.First point of contact for escalations.

Supporting all desktop IT services including desktop PCs, laptops, PDAs, IP telephony, meeting room video conferencing and office printing. First line of contact for major incidents and manage the incident in a timely manor. Project manage office relocations, installs and rollouts. Open a new office with 150 users, setup IT infrastructure, train and support users and create IT processes.Meeting customers face to face and handling & prioritising problems across 7 sites around the south of the UK. Approximately 2000 users.Installing and configuring computer systems using different build technologies.Escalating and identify any critical issues.Answering incoming calls from customers, processing emails and logging calls.Following procedures/checklists and updating support documentation.Support other teams around the UK where required.Adhere set call response targets and call closure targets.

Supporting all desktop IT services including desktop PCs, laptops, PDAs, meeting room video conferencing and office printing. Manage the team when the team leader is away. Respond to escalations in a timely manor. Supporting approximately 1000 users within my area covering from East Grinstead to Billingshust.Ensuring the smooth running of the team when the manager is away.Involved in project work for rolling out new software and hardwareDelegating and prioritising work for the rest of the team in the managers absence Dealing with the County Councillors (VIPs) on a priority 1 levelLiaising with team managers and other team members about current issues. Being on call in the evenings and at weekends for county councillors.Being a part of the ‘Technical Forum' which is discussing operational and technical issues, and proposing the changes to the management

Manage all IT services in the Redhill office. Setting up desks for new contracts including desktops/laptops, networking and telephony. Responsible for a 160 seat call centre.General IT maintenance of the call centre.Organising and implementing any changes that need to be made.Liaise with clients to find out their needs, and advise of the best procedure to carry these out.Carry out administrative tasks.Investigation, diagnostics, and resolution of all IT issues.Carry out telephone system changes.

1st and 2nd line support to end usersDealing with customer issues quickly and efficiently, trying to exceed the level of service the customer would expectMeeting and exceeding call targetsExplaining resolutions without the use of jargon for users to understandPart of an Escalation team which involves resolving issues that are to difficult for agents to deal withEnsuring the smooth running of the team when the manager is absentTraining new agents

Education record

Education record

Information Technology; Grades C - F

Education record