Andrew Van Elswyk Email & Phone Number

Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., Gb

Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., Gb

Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., Gb

Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., Gb

Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., Gb

Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., Gb

Responsible for influencing, designing, implementing and maintaining/evolving single national IT incident management and problems management processes for all IT services across Bupa Australia, and ensuring business and IT stakeholder commitment and adherence to these processes.Oversee the ongoing administration of IT incident management and problem management processes, activities and oversee the rollout of standard processes via appropriate systems tools. (Currently moving from Remedy onto Service Now)Achievements:• Developing and implementation of consistent, national IT operational processes (Incident, Critical Incident and Problem Management processes)across an environment made up of teams with different levels of process awareness and maturity, recognising the need to inform and educate teams to encourage adoption, adherence and improvement of processes• Working collaboratively with multiple teams across multiple geographic locations to ensure process consistency• Influencing a wide variety of stakeholders to adopt processes, requiring strong negotiation, influencing and communications skills

Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., Gb

Lead the activities of the Service Desk team to provide IT support across Bupa Australia. Ensure the accurate and efficient recording, logging and allocation of customer reported incidents and requests, and, where appropriate, enable first call resolution of IT issues logged via the IT service desk in adherence to agreed national IT Operational Processes.While in this position, I had the opportunity to lead the National Service Desk team of 10 staff members through significant change and business restructure. Formerly MBF and through the final stages of becoming Bupa Australia, I was involved in the migration of custom-designed systems and ongoing staff training, mentoring and development for these new systems.I was responsible for escalations, conflict resolution, team coaching and mentoring as well as liaising with company Executives and management.

Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., Gb

Responsible for working with the team leader in leading the service desk team to provide first point of call service to the business and resolution of IT service incidents and requests,Assisted with ongoing monitoring, coaching and managing of escalations from other Service Desk Analysts working in the team.Other key duties included:• Provision of IT support across MBF.• Ensure the accurate and efficient recording, logging and allocation of customer reported incidents and requests, and where appropriate provided first call resolution of IT issues logged via the IT Service Desk in adherence to agreed national IT Operational processes.• Adopted and used agreed IT Operational Processes, and ensure they were consistently applied in order to maintain high quality and efficient IT services were delivered across MBF.• Provision of exceptional customer service and communication with key stakeholders.• Ensure process were adhered to with respect to case management, system monitoring and escalations.• Maintained and improved on key Service Desk performance indicators.• Participation in quality development and SME initiatives.• Participation in flexible working hours.• Active involvement in team and cultural change within the Service Desk team.• Other responsibilities as directed by the Service Desk Team Leader.

Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., Gb

In this role I was the mentor and coach for all staff within the MBF customer care Call Centre. I was responsible for ongoing support and training of new and existing staff in the Call Centre section of the business. I created training plans and programs that suited the specific needs of individual staff and whole teams.

Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., Gb

In this role I was part of the team that was the first point of call for all customers of MBF Health Insurance. During my time in this role, I acted in aTeam Leader position as well as being a senior customer care consultant managing escalations and complex queries/issues.