Christopher Griffiths Email & Phone Number

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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%

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

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

Receiving calls from the business and escalating if required.Password resets.Setting up permissions to data areas.Software installations.Rebuilding PC’s / laptops.

Basic administration including: creating Invoices, monitoring orders, updating spreadsheets, liaising with internal staff and customers.