Christopher Griffiths

Christopher Griffiths Email and Phone Number

ITIL 4 Master & Tech Support Principal at Dunelm @ Dunelm
leicester, leicestershire, united kingdom
Christopher Griffiths's Location
Rugby, England, United Kingdom, United Kingdom
Christopher Griffiths's Contact Details

Christopher Griffiths work email

Christopher Griffiths personal email

n/a
About Christopher Griffiths

ITIL V4 (MP) Managing Professional, ITIL V3, APMG Change Management & Prince 2 accredited

Christopher Griffiths's Current Company Details
Dunelm

Dunelm

View
ITIL 4 Master & Tech Support Principal at Dunelm
leicester, leicestershire, united kingdom
Website:
dunelm.com
Employees:
2487
Christopher Griffiths Work Experience Details
  • Dunelm
    Colleague Technology Support Principal
    Dunelm Oct 2023 - Present
    I am responsible for managing three support team leaders and have overall responsibility for three support teams within Dunelm. These teams are: Tier 1 (Service Desk), Tier 2 (second line support) and the Tech Lounge (walk-up and online bookings)I Implemented a successful service improvement plan to help the team meet their KPI targets.Achievements include:PCA (percentage of calls answered) Increased from 87% in October 2023 to 97% in March 2024 (Target 85%).Average call queue duration reduced by 2.5 minutes in October 2023 to 28 seconds in March 2024.SLA adherance increased from 77.36% in October 2023 to 91.19% in March 2024 (target 85%).Backlog reduced from 928 on October 2023 to 350 in March 2024, reduced further to under 200 in August 2024. CSAT Score average during 2024 - 9/10.
    View
  • Innovate Healthcare Services Ltd
    Ict Service Operations Manager
    Innovate Healthcare Services Ltd Nov 2022 - Sep 2023
    Warwickshire, England, United Kingdom
    I had overall responsibility for 38 staff within Service Operations, including 3 team leaders, 14 service desk analysts, 15 SOC support engineers, and 6 logistic/procurement staff.Coaching and mentoring team leaders.Successfully designed and Implemented an agile Change Management process across IT (based on ITIL 4 best practice)Designed and implemented a new IT hardware request process for both GEH and SWFT hospital trusts.
    View
  • Innovate Healthcare Services Ltd
    Ict Team Leader - End User Compute
    Innovate Healthcare Services Ltd Apr 2022 - Nov 2022
    Nuneaton
    I managed the day to day activities of the service desk and second-line support teams at George Eliot Hospital.Direct management of 5 Service Desk Operatives and 9 second-line engineers.Successfully turned around an underperforming Service Desk function into a high-performing team in a 3-month period.Migrated a legacy ITSM suite to an existing solution used by a partner trust.Designed and created self-service functionality to digitalise IT service requests replacing an existing paper-based solution.
    View
  • Strategic Power Systems, Inc.®
    Helpdesk Manager / Lead - Service And Solutions Desk
    Strategic Power Systems, Inc.® Nov 2017 - Apr 2022
    Warwick, Warwickshire, United Kingdom
    I managed the Service Desk function supporting a Global customer base dealing with Customer Issues, Internal IT Issues, Application Support, Customer Retention, Data queries and Training.Weekly, Monthly and ad hoc in-depth reports to Senior Management, Stakeholders and Account (Customers) Stakeholders.Created and implemented a service improvement plan which included improvements to Call logging tools, knowledge management templates, new service desk monthly KPI reports, mailbox management, and Account Management.
    View
  • Metropolitan Police
    It Senior Service Desk Analyst
    Metropolitan Police Mar 2017 - Nov 2017
    I supervised a team of 14 Analysts across 24 x 7 IT Environment.Created Skills gap Analysis to identify training requirements.Attend Transition Meetings to ensure the transition of bringing on new sites and users happens smoothly.Monthly 121’s and implemented new 121 templates to track progress on objectives and identify any issues.Training and development of new starters and junior members of the team.
    View
  • Metropolitan Police
    Contracting - It Service Desk
    Metropolitan Police Jun 2016 - Mar 2017
    24 x 7 IT Support to multiple Police Forces across the UK.Supported multiple CT staff from of multiple domains, application support, and mobile applications across multiple Police Force.
    View
  • Airwave
    Order Delivery Manager
    Airwave May 2015 - Mar 2016
    Rugby
    Project manage complex orders across multiple Vendors to meet customer requirements.Liaise with suppliers ensuring orders are tracked, completed, and delivered on time.Attend service review meetings.
    View
  • Airwave
    Service Desk Team Leader
    Airwave May 2014 - Apr 2015
    Rugby
    I led transition activities for a new Service Desk which is focusing on bringing on board new exciting mobile technologies to existing and new customers.Team management for a team of Four.Manage all aspects of the lifecycle from Transition, Strategy, Incident, Problem, Change and Release.
    View
  • Coal It Services
    Service Desk Transition Manager
    Coal It Services Aug 2013 - Dec 2013
    Birmingham
    I hired a Service Desk in a challenging 4 week timescale to be set up and ready to support DTZ (client) to bring service inhouse from Panama.High level reporting for senior managementCreated and delivered a Customer Service Improvement Plan to strategically improve the service over a 12 months period.Managed all aspects of the Service Desk from Incident Management, Major Incident Management, Request Fulfilment and Problem Management.
  • Orbit Group
    Ict Service Desk Team Leader
    Orbit Group Dec 2012 - Jun 2013
    Coventry, United Kingdom
    Responsible for managing the day-to-day activities of the Service Desk Function.Major Incident Management, including conducting MI reviews.Attend weekly Change Management board.
    View
  • Arqiva
    It Service Desk Manager
    Arqiva Mar 2012 - Dec 2012
    Responsible for managing the day-to-day activities of the Service Desk function.Successfully hired a new Service Desk 100 miles away from the current base whilst managing the existing Service Desk.Manage, motivate, appraise, and develop 7 Service Desk Analysts, ensuring development plans are in place. Conducted skills gap analysis to address any gaps in knowledge.Developed short, medium, and long term plans for improving the effectiveness and efficiency of the Service Desk function.Reduced open tickets by 35% during the transition period.Reduced abandonment rate by 17%
    View
  • Arqiva
    It Senior Service Desk Analyst / Team Leader
    Arqiva Jan 2010 - Mar 2012
    Attend change advisory board.Service Desk lead for the creation of Service Request Definitions within Remedy.Provide technical and business leadership support to the Service DeskOwn and manage escalated issues/risks and provide guidance to the more junior members of the team.Promote Continuous Improvement initiatives and support to the Service Desk and wider IT.Manage the resource scheduling requirements of the Service Desk.Provide reporting requirements to Senior Management
    View
  • Arqiva
    Service Desk Analyst
    Arqiva Jan 2007 - Jan 2010
    First and second line support.24 hour on-call support to the business, including undertaking Major Incident Management.Sole support and administration of central and regional scanning system.Installing software/hardwareTraining and development of new employees and contractors
    View
  • National Grid Wireless
    It Trainee
    National Grid Wireless Dec 2005 - Jan 2007
    Receiving calls from the business and escalating if required.Password resets.Setting up permissions to data areas.Software installations.Rebuilding PC’s / laptops.
    View
  • Dunlop Aerospace
    Finance Administrator
    Dunlop Aerospace Dec 2004 - Dec 2005
    Basic administration including: creating Invoices, monitoring orders, updating spreadsheets, liaising with internal staff and customers.
    View

Christopher Griffiths Skills

Windows 7 Active Directory Windows Server Customer Service Itil Service Delivery Incident Management Service Desk It Service Management Problem Management Citrix Vmware Esx Project Delivery Management Bmc Remedy Stakeholder Management Change Management Vmware Microsoft Exchange Information Technology Technical Support Sla System Deployment Service Management Laptops Windows Xp

Frequently Asked Questions about Christopher Griffiths

What company does Christopher Griffiths work for?

Christopher Griffiths works for Dunelm

What is Christopher Griffiths's role at the current company?

Christopher Griffiths's current role is ITIL 4 Master & Tech Support Principal at Dunelm.

What is Christopher Griffiths's email address?

Christopher Griffiths's email address is ch****@****iva.com

What skills is Christopher Griffiths known for?

Christopher Griffiths has skills like Windows 7, Active Directory, Windows Server, Customer Service, Itil, Service Delivery, Incident Management, Service Desk, It Service Management, Problem Management, Citrix, Vmware Esx.

Who are Christopher Griffiths's colleagues?

Christopher Griffiths's colleagues are Lauren Ward, Jorge Cadena, Carl Rainbow, Estela Dalva Vital, Daniel Clark, Kris Scott, Megan Lyons.

Not the Christopher Griffiths you were looking for?

View similar profiles

Free Chrome Extension

Find emails, phones & company data instantly

Find verified emails from LinkedIn profiles
Get direct phone numbers & mobile contacts
Access company data & employee information
Works directly on LinkedIn - no copy/paste needed
Get Chrome Extension - Free

Aero Online

Your AI prospecting assistant

Download 750 million emails and 100 million phone numbers

Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.