Graeme Stephen Email & Phone Number

United Kingdom

201 Bishopgate

End User Support and Audio Visual Business case analyst

• IT Support ManagerManagement of an IT Service delivery team, providing business support to a geographically dispersed organisation. My team was at most 14 to supply a first class professional support team to a busy.
• Managed the resolution of service issues that have been assigned to or identified by the team and ensured all calls logged are completed in a timely manner; 95% incidents over a year were closed within SLA.
• Developed a programme to refocus team's on customer experience and delivery. This included internal training, improving communication and regular meetings with key Business personnel.
• ITIL Best practice incident response, change management.
• Established and maintained a relationship with key suppliers and contacts to gain insight in to best practice.
• Updated and developed support staff, processes and procedures to improve service.

• Overall management of three specialist support teams providing Desk side, Audiovisual and VIP Support. Assisted with Management cover on the Service desk when required. Total staff under management was 14 and role.
• Managed the resolution of service issues that have been assigned to or identified by the team and ensured all calls logged are completed in a timely manner to meet the Business needs and the demands of an Investment.
• Main focal point for communication to end users, problem management and escalation.
• Build strong relationships with business / user representatives with the aim of improving communication to end users on IT products, services and service issues. Continually Promoting the team’s capabilities within the.
• Liaise with third party support companies on equipment/fault issues.
• Update and develop Desk Side Support staff / processes and procedures to improve service.