Christopher Porter Email & Phone Number

As the Head of Service Desk, I was responsible for supervising and motivating the Service Desk team members on a daily basis, managing the support given to customers (Internal and External), and ensuring that service levels are achieved.I also had a responsibility for ensuring team members were meeting and exceeding expectations on performance, meeting defined KPIs and ensuring standards and processes were followed. This role was about accuracy, efficiency, strong communications skills,… Show more As the Head of Service Desk, I was responsible for supervising and motivating the Service Desk team members on a daily basis, managing the support given to customers (Internal and External), and ensuring that service levels are achieved.I also had a responsibility for ensuring team members were meeting and exceeding expectations on performance, meeting defined KPIs and ensuring standards and processes were followed. This role was about accuracy, efficiency, strong communications skills, and providing the business with the most cost-effective solution whilst delivering exceptional customer experience. Show less

I am responsible for a team of 17 engineers based in the Team Valley offices of TSG. My team is tasked with providing a high standard of service to our customers, I help them achieve this by managing the team’s workload, performance and development. Ensuring Incidents and requests are handled efficiently. My Duties include: -Ensure the smooth running of the Service DeskMonitor ticket volumes and response times to ensure that Service Level Agreements are beingmet… Show more I am responsible for a team of 17 engineers based in the Team Valley offices of TSG. My team is tasked with providing a high standard of service to our customers, I help them achieve this by managing the team’s workload, performance and development. Ensuring Incidents and requests are handled efficiently. My Duties include: -Ensure the smooth running of the Service DeskMonitor ticket volumes and response times to ensure that Service Level Agreements are beingmet. If there is a shortfall, look at how this can be solved.Provide an escalation point for problematic support issues, and to manage the solution to itsconclusion.Monitor and address recurring customer support issues/problem areas.Ensure that the support function operates within standard TSG systems and that TSG operating procedures are adhered to.Assist the Service Desk Manager with customer complaints; investigation, discussion and customer visits.Support the Problem Management process as required.Work with the Continual Service Improvement Manager to support the introduction of processimprovements across the Service Desk. Ensure that support work carried out outside of contractual obligations is captured and appropriately charged.Coach, mentor and develop the teams.Focus on the quality and consistency of the service provided across the team. Show less