Daniel Jary Email & Phone Number

Cambridge, England, United Kingdom

Cambridge, England, United Kingdom

Cambridge, United Kingdom

Reporting to the European Service Delivery Manager to lead and drive the Desk Side Support Team to provide exemplary customer service.Responsibilities• Line Management of the Desk Side Support team, consisting of 4 Desk Side Support Analysts and 1 Asset Management Coordinator (1-2-1’s, annual appraisals, team meetings, training, absence management) supporting a global user base• Regularly liaising with customers to build rapport, respond to feedback, to aid ticket progress, and encourage process improvements where required. • Ownership for the Leavers process• Regular reviews of existing processes to increase team efficiency, driven by a waste repellent mindset• Organising the team rota including the organisation of visits to sites in London• General ticket management, ensuring tickets are assigned out to the team and are then resolved or escalated within agreed SLA’s• Collaboration with the Service Desk Team Leader and the European Service Delivery Manager to ensure customer service levels are regularly reviewed• Liaising with other IT teams/departments, both locally and off-shore• Major Incident management (raising and managing)• Change Management (raising and managing Change Requests)• Reporting on individual and team performance (KPI’s)• Liaising with Project Managers to coordinate project work, including resource management and provide technical input/adviceAchievements• Achieving consistently high customer satisfaction ratings of >95%• Created of high performing and self-sufficient IT Service Desk and Desk Side Support teams• Enhanced an extremely effective 'walk-up' process to enhance the approachability and availability of IT for our customers• Transitioned the Desk Side Support team from being a 100% office-based team to 90% home-based team as a result of the Covid-19 pandemic• Organised and provided hardware for over 300 customers to enable them to work from home, all within a very tight timeframe

Cambridge, United Kingdom

• Line Management of the Service Desk team, consisting of 3 Service Desk Analysts (1-2-1’s, annual appraisals, team meetings, training, holiday approvals, absence management) supporting a global user base• Identify areas for improvement, implement changes and update relevant process document(s) accordingly• Ownership of the Leavers process• Organising team rota• Liaising with Line 2 and Line 3 team leaders • Incident, Request and Change management, ensuring tickets are resolved or escalated within agreed SLA’s• Act as an escalation point for tickets that cannot be resolved by the Service Desk team• Answering Service Desk phone calls, processing emails, and seeing tickets logged through the Self Service portal through to resolution• Reporting on individual and team performance (KPI’s)• Heavy involvement in the process of outsourcing and fully globalising the Service Desk

Cambridge, United Kingdom

• Providing a high level of first and some second line technical support to a global client base supporting both hardware and software• Setup and configuration of IT equipment for new employees • User management in Active Directory• Mailbox management in Exchange• Ticket management, ensuring tickets are resolved or escalated within agreed SLA’s• Support for Citrix and associated applications • Telephony support through CCMA (Cisco Unified communication administration)• Deployment of software through SCCM• Printer support• Support and management of Mobile Devices via MobileIron MDM

Cambridge, United Kingdom

In this role I was responsible for the day to day running of the IT systems within the two EF language schools in Cambridge. My jobs included assisting staff, teachers and students with IT related issues and queries, ensuring the smooth running of the IT and telephone networks, finding new and negotiating with existing suppliers, presenting to and welcoming the weekly intake of new students, liaising with the IT headquarters in London and India, and the Implementation of technical changes including hardware and software rollouts.

Compassion UK are a child sponsorship charity who aim to release children from poverty by focussing on their spiritual, economic, social and physical needs. I was part of a team in the UK office responsible for dealing with supporter enquiries by email, web chat, mail and over the telephone to an agreed SLA. My focus was to also ensure that supporters felt valued and remained engaged with the child they were supporting. I was in regular contact with colleagues both locally and globally in order to gather information for our supporters.

Peterborough, England

My responsibilities included ensuring that all development activities within the Product Systems department had a high degree of quality, analyzing of processes and identifying areas of improvement opportunities within these processes. Where a process failure occurs it was essential to provide clear and constructive feedback to the individual in addition to providing management information including statistics on team performance. In addition to these responsibilities I attended regular root cause analysis meetings where we would investigate Product Systems errors and devise an action plan to prevent them from occurring again.

Peterborough, England

In this role I was responsible for the analysis and logging of insurer scheme changes, for supporting the Product Systems Analysts with DISC and insurance related queries, for answering queries from other insurers and other areas of the business, for agreeing, arranging and acquiring insurer sign off prior to scheme changes being implemented and for the planning of colleagues work.

Peterborough, England

In this role I was responsible for monthly rating and underwriting changes to insurer schemes on the DISC system. I also had to conduct thorough testing to ensure all changes adhered to the requirements set by insurers.

Stamford, Lincolnshire, England

My role here was to support customers in small convenience stores around the UK who were using The Retail Data Partnerships ShopMate EPOS till system. I was based both in the office on the help desk and out on site at customers’ convenience stores. This involved both hardware and software support.

Btec National Diploma It Practitioners, Information Technology

Gcse'S