Ciaran Lyons Email & Phone Number

Wirral, England, United Kingdom

Wilmslow, Cheshire

• Responsible for the day to day management of the IT Service Desk, its objectives, schedule, task assignment and general over all operation, whilst being the main point of escalation for all technical issues. Motivating.
• Escalation point for full-site network and telecoms outages, providing remote support to care homes and hospitals. Ability to understand complex network diagrams, diagnose where faults lie and instruct 3rd party.
• Responsible for monitoring network performance at all sites across the estate ensuring proactive support can be providing when alerted to critical systems outages
• Reviewing all incidents and service requests to ensure the correct priority levels are set
• Led the testing for the team in implementing two new key service desk systems over a two month period leading to greater productivity and flexibility within the team
• Review team processes regularly looking for continuous service improvements to benefit team performance, boost team morale and improve customer experience

Wilmslow, United Kingdom

Providing IT services and support to customers in over 500 care homes and additional sites within the UK. Specialising in incident and service request management, provisioning of hardware and software, adhering to purchasing processes and IT asset management.- Implemented new capital expenditure template, delivering cost benefits and time saving.

Manchester, United Kingdom

Promoted to this role from IT Systems ExpertLed the IT Team and its services in a highly customer focused environment, and ensured that the highest level of technical ITIL service delivery was provided to over 200 customers Continuous improvement of IT processes and the service landscape of the department, ensured maximum availability of technical.

Manchester, United Kingdom

ITIL agent and main point of contact within the IT team for technical matters, involved in the delivery of technical and people orientated tasks which ensured the smooth running and operation of local servers, workstations, printers, telephony, network, specialist IT equipment Enhanced local IT infrastructure, implemented change evidenced by upgrading in.

Manchester, United Kingdom

Provided the highest level of technical services to over 200 customers in a highly customer focused environment, displayed problem solving skills, which ensured the resolution of incidents and service requests to all end user queriesUse of ITIL service delivery system focused on incident, task, problem and change management Contributed to local and global.