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.
• 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

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

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

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

Higher National Diploma, Software Development, Merit

National Diploma, Ict Practitioners, Merit

First Diploma, Ict Practitioners, Merit

Gcse, 6 Gcses Grades A To C