Ben D. Email & Phone Number

• Appointed to the role to oversee the entire group service desk providing Tier 1 and Tier2 support for all brands owned by the Travis Perkins Group; due to commitment andachievements exhibited in the role selected to.
• Achieved recognition in the role by highlighting time and cost efficiencies, includingautomating various processes as well as delivering a new telephony
• Supported… Show more
• Supported with delivering data driven insights by redesigning the customer portal toobtain more qualitative data
• End to end management of services provided to Wickes and The Highborne Group
• Devised and executed operational and service delivery strategies to promote first classexperience for all customers which led to achieving a customer satisfaction rating of 98%

Northampton, United Kingdom

• Recruited, developed and managed a high performing team of service desk analysts,continuously raised the bar and managed performance using best performance tools
• Identified training and development needs through job analysis, appraisal schemes andregular 1-2-1s
• Put forward recommendations to resolve escalations and provide meaningful resolution
• Regularly called upon to serve as Service Desk Manager to lead the department in theirabsence
• Continuous monitoring and… Show more Recruited, developed and managed a high performing team of service desk analysts,continuously raised the bar and managed performance using best performance tools
• Continuous monitoring and reporting on department performance against agreedtargets

Northampton, United Kingdom

• Provided guidance to colleagues and covered for team leaders and their responsibilities in their absence.
• Escalated incidents and requests if they are outside the agreed SLA and increased priority when necessary.
• Provided clear and concise statistical reports to the team leaders on a weekly basis.
• Created an engaging environment to work in, where people feel respected, valued and committed to achieving the team goals.
• Completed projects within the agreed time and delivered… Show more
• Completed projects within the agreed time and delivered training and knowledge required to the desk.

Northampton, Northamptonshire, United Kingdom

• Resolved the majority of incidents on first contact through effective questioning which resulted in establishing the issue quickly.
• Effective continuous communication to the user to ensure Service Level Agreements were not breached.
• Provided the first line IT response for the majority of IT systems within the entire business.
• Accurately recorded the incident and if needed, assigned the incident to the relevant support team to resolve if the issue was greater than the ability… Show more
• Accurately recorded the incident and if needed, assigned the incident to the relevant support team to resolve if the issue was greater than the ability of the Service desk.
• Shared knowledge with other colleagues via an in house knowledge base.

Tasked with developing and delivering various training materials to training delegates. Delivered one to one coaching sessions to team members. Trained team to understand the importance of Financial Conduct Authority and Prudential Regulation Authority, while enhancing their knowledge of the customer journey to ensure that the best customer service was.

Northampton

Reviewed and processed client paperwork following strict regulations to ensure that all claims were handled correctly and to the highest quality. Wrote bespoke response letters to customers, while working and performing redress calculations, maintaining a required level of technical competence though personal development.