Greg Packwood Email & Phone Number

Bury, Gb

Bury, England, United Kingdom

Currently leading a team that provides first-line support, overseeing day-to-day operations, and ensuring tickets meet SLA requirements. Responsible for monitoring KPIs, managing escalations, and enhancing our CRM system to improve team efficiency and customer service.

Bury, Lancashire

Served as the initial point of contact for customers needing support with PBX and network service issues. Resolved issues within the first line wherever possible and escalated complex cases as needed.

Bury, Manchester.

Through hard work and dedication, I advanced to Service Desk Manager by 2014. In this role, I managed all aspects of the service desk, overseeing support requests, coordinating project management for new installations, and ensuring adherence to SLAs. I also monitored KPIs, provided pre-sales support, and worked to ensure our field engineers were consistently prepared and equipped to meet customer needs.

Bury, Manchester.

I began my career in telecoms with Microcare in 2010 as a Service Desk Administrator. In this role, I served as the first point of contact for customers requiring support with PBX systems and network service issues. I was also responsible for processing and provisioning network service orders, as well as providing pre-sales support to ensure smooth service transitions and customer satisfaction.

I began my career in the hospitality industry with the Lavender Hotels Group, working in several prestigious hotels across northwest England. This experience taught me the true value of exceptional customer service and ignited a lifelong passion for creating positive customer experiences.

Computer Aided Product Design

Education record

Education record