David Bell Email & Phone Number

Brighton

Building new business relationships by helping companies to understand the latest trends in technology, demystifying the jargon and delivering proven solutions with real business benefits.

Manager of the 1st line technical team. On joining First Choice the internal IT department consisted of two separate IT help-desks. These teams offered no service levels back to the company and were struggling to respond adequately to the companies requirements.I was able to influence the company to adopt a new IT ServiceDesk based on ITIL service principles. I was responsible for hiring a new 1st line team who were joined by the two existing IT help-desk teams to make a 3 tier ServiceDesk (1st, 2nd, 3rd line). Detailed SLA's were designed for each team and a detailed reporting process was implemented which included Call answering SLAs, incident response SLA's, Ticket resolution SLA's.The ServiceDesk was a huge success and managed to achieve over 95% of SLA's, greatly improving the level of service and speed of resolution for the internal business units.

Managing the 1st line IT Helpdesk for BT Wholemarkets.I was responsible for managing the 1st line technical team to ensure fast response, accurate incident logging and great customer service. My role also included handing customer complaints and technical escalations.Part of this role also included creating and delivering weekly reports to the IT department managers and the IT director. This included having understanding trends, providing feedback on common issues in the field and provide recommendations to the business to reduce incidents.