Gary Lavers Email & Phone Number

Responsible for delivery of IT to the Retail divisons within Allianz, supporting approxmately 1000 customers. This includes eCommerce, bespoke applications and infrastructure services. Working to ensure that the IT Department delivers services to the Business Divisions according to the agreed Service Levels. Provide an effective interface between Computer Services, relevant IT Managers, IT Teams and Business Managers on all aspects of IT Service SupportKey ResponsibilitiesIncident management of critical situations, maintaining communications to users and Senior Management and Directors. Identify efficiencies and improvements in the delivery and consumption of IT Problem management, trend analysis of incidents, drive problems through to resolutionChange management, minimise any service interruptions due to planned IT work. Facilitate and contribute to maintenance slots ensuring demands of the Business and IT are metReporting on SLA, KPIs on a monthly basis to the Business and addressing any discrepancies Improve team delivery capabilities in line with IT Service Management best practices. Maintenance of Service CatalogueFacilitate disaster recovery testing across the Retail business and call centresDelivered sucessful IT Roadshows across the Allianz business in the UKWorking with 3rd parties to ensure they deliver services to Allianz to allow the business to continue trading. Represent Allianz at Educational events working with Schools/Colleges to help train students in the business environment Mentoring and coaching of new starters within the organisation

Responsible for ensuring that customers technical incidents were rectified within the agreed timescales. Provided telephone support and site visits around the country to resolve issues and meet customers.

Working as part of a team, answering telephones to customers and resolving incidents at first point of call. Where incidents could not be resolved, a call was logged to the second line teams to continue investigation and closure.

Working in a helpdesk team supporting the internal customers working for Sony.

Responsible for managing a team of PC Support engineers ensuring that customers fault issues were rectified in a timely manner. Ensuring that engineers had the necessary skills and tools to resolve issue and ensuring customers were kept updated.