Daniel Brooks Email & Phone Number

Leicester, Gb

Leicester, England, United Kingdom

My current role is to handle any escalations from the first line team and to support the service desk via telephone, email, live chat and walk ins. On a day to day basis, I work with both the 1st line and 2nd line teams, involving Service Leads and escalating to Infrastructure when needed to ensure our colleagues can continue to work seamlessly (Business as Usual).This involves interacting with internal stakeholders all across the business – our service desk currently provides support to over 10,000 colleagues so we are used to working in a fast paced environment. To achieve this, it can occasionally involve travelling to sites up and down the country to ensure the “face of IT” ethos is continued and to put our colleagues at ease. This can involve dealing with a Reception Hosts all the way up to a Head of Business or even Divisional Job Roles.Key responsibilities• Daily closure and update of tickets within our SLA• Feedback and mentor the 1st line team• Manage workload and prioritise urgent escalations• Ensure a high level of colleague satisfaction and experience is maintainedAchievements/Projects• Being the Face of IT• On site support for dealership acquisitions, escalations and projects• Created and updated knowledge base articles for ServiceNow• Created a bible of knowledge in OneNote for shared knowledge and team growth• Created reports in ServiceNow that show incident hot spots, trends• Onboarded several colleagues on to the service desk, resulting in up skilling across the team

Leicester, United Kingdom

Responsibilities• Analysing and resolving complex technical issues, using analytical and technical skills• Providing an empathetic approach to colleagues acknowledging their pressures and deadlines• Guiding, advising, and coaching both colleagues and customers on issues and problem resolution• Documenting knowledge base articles and providing guidance on procedures and solutions for internal and external customers• Liaising with other teams and departments to develop and to maintain high levels of customer service along with resolving at the first point of contactAchievements/Projects• 2nd highest incident closures in the team for 2022 • Joint service desk analyst of the Month in April 2021• Most calls handled on the service desk in 2020• High level of first time closures on incidents• Process the monthly joiners, movers and leavers within the group• Consistent levels of customer service and experience

Leicester, United Kingdom

Responsibilities• Demo products to schools so they understand how to use the systems in an engaging and memorable way• Ensure that my knowledge is constantly up to date• Collaborate with telesales and other demonstrators where necessary • Manage my own workload, appointments and follow ups• Take feedback from users of the system to the developers and discuss possible changes • Help on the support lines during busy periods and log support tickets• Deal with incoming calls, assist customers where possible• Generate new business by booking demonstrationsAchievements/Projects• Chosen to assist with the roll out of our online payment application to pilot schools.• Represented our department at the annual BETT Show at ExCel London.• Selected to be part of a new team specialising in dealing with Trust schools

Leicester, United Kingdom

Responsibilities• Process customer enquiries and assist with any technical questions regarding products• Liaise with the installation team to ensure projects are up to date and on time• Ensure that the customer has a high level of customer service throughout the buying processAchievements/Projects• Represented the company at the Birmingham NEC Show along with the owners• Created my own role between Sales and Admin ensuring customer experience was consistent

Leicester, United Kingdom

Responsibilities• Ensure all customer enquiries via telephone, email and walk ins were dealt with in a timely manner • Process order forms on to the system and ensure deliveries are on time• Work between the Sales and Accounts department to ensure smooth operationsAchievements/Projects• Attended exhibition shows on a monthly basis to advertise new stock• Set up display pitch yearly at the NEC in Birmingham• Built up my own customer base from existing and new customers

Higher National Diploma, Software Development, Merit

National Diploma, Ict Practitioners, Merit

First Diploma, Ict Practitioners, Merit

Gcse, 6 Gcses Grades A To C