Chris Fleming Email & Phone Number

Responsible for the day to day delivery of managed IT services to a portfolio of customers in a managed services environment. Maintain regular engagement with senior stakeholders and act as an escalation point when necessary, present monthly performance reports and identify areas of improvement. Active involvement in the Incident, Problem and Change Management streams as it relates to my customer portfolio. Speaking on behalf of the customer and looked up to for direction internally in key issues. Active in continual service improvement and ensuring teams are aligned and performing to our service levels.- Improved customer satisfaction and relationship through identification of gaps and improving Service Delivery.- Additional reporting created and presented monthly for increased customer satisfaction.- Worked across 4+ different customer accounts.- Expedient, reliable and sought after as received in feedback from customers.- Working with newly onboarded customers and transitioning them to the level of service a core customer would expect.

Team Leader for a team of 20 highly motivated Service Desk Analysts. Escalation point for customer ticketing queries, training and performance management of staff and reporting of Service Desk performance for submission in monthly performance reports. Subject matter expert for delivery of the Service Desk service in the introduction of new services and often accompanying the account team in customer meetings.- Modernised Service Desk team's work environment for effective delivery of service for our customers.- Improved the knowledge management from two disparate sources to one.- Worked with customer stakeholders on various issues to improve the service delivered by the team.- Highest staff satisfaction, engagement and manager rating of the Service Desk for a managed service of 3 disparate service desks.

Escalation point for customer ticketing queries and responsible for quality assurance and training of new Service Desk Analysts. Subject matter expert for Service Desk Analysts seeking direction.- Guiding analysts in following the quality assurance program.- Assisting the Team Leader in performance management.- Guiding Premium Service Desk team on knowledge management.

Delivering the Service Desk service to VIP subscription customers. Building and maintaining relationships with VIP customers and escalating issues internally in accordance with the VIP escalation pathways.- Subject matter expert for analysts requiring assistance.- Author of 100+ knowledge base articles, a handful of these still exist today and have been accessed thousands of times.

A member of a team of Service Desk analysts responsible for receiving calls and providing first level support in a managed service environment.

Itil V3 Foundation

Bachelor'S Degree, Information Technology (Business Applications)

Itil Foundation Certificate In It Service Management (V4)