Harv Bhambra Email & Phone Number

Reading, England, United Kingdom

As Director, Global Accounts at ESP Global Services, I am responsible for overseeing the partnership and relationship with our most strategic global outsourcing clients. I have the privilege of collaborating with a large, cross-functional global team to execute a comprehensive partnership strategy that ensures we deliver exceptional customer success and meet the evolving needs of our key clients. Together, we drive innovative IT solutions that align with their strategic objectives and support growth on a global scale.

London, England, United Kingdom

United Kingdom

Bracknell, Berkshire, United Kingdom

Bracknell, Berkshire, United Kingdom

Reading, United Kingdom

Staff Management:Coach and mentor team to ensure skills of team are sufficient to deliver against organisation goals. Provide regular review of performance through metrics, one to one and group meetings.Drive the induction program for all new staff members and ensure experienced staff are allocated to support new members of the team.Provide support to junior members of the team on processes and standards.Ensure adequate resource coverage of team (including rotas) and monitor holiday and sickness records. Escalate issues to manager as necessary.Assist in the recruitment process.Operational Managements:Monitor the day-to-day workload of the service desk team to ensure all customer requests are monitored, updated and new calls logged in a timely manner.Monitor telephone availability and performance of team.Provide operational metrics on team performance.Act as focal point for issues/escalations both within and outside of the group and drive issues to closure.Deputise for manager where necessary.Team development:Continuous assessment of training needs of the team, ensuring effective training plans are devised and implemented.Conduct regular team meetings to ensure effective communication of positive aspects/areas of improvement within the Service Desk.Provide regular one to one coaching sessions to ensure effective development of each individual within team. Review business processes/technology:To ensure effective use of available technology.

Providing first and second level incident management support for end-users both via phone and desk-side.Using remote management and diagnostic tools to resolve network and end user issues.Researching and resolving technical issues on software, PC's and/or network.Using a call logging system to log, update and monitor reported problems.Management of customer issues within defined escalation procedures until resolution.On occasions attend site with Support engineers and assist with installations.Consistently maintain the highest level of customer service at all times.

Managing and Maintaining Court Services account.Logging Hardware and Software faults for clients.Providing High Levels of customer service to clients.Resolving customer queries and complaints, problem solving.Ensuring SLA's are adhered to.Providing backup support to other areas of the Call Support Centre.Logging incidents via phone calls and emails.

Responsible for managing, producing and launching conferences via web, audio and video.Customer service support role.Resolving customer queries and complaints, problem solving. Answering queries via calls and emails.

Working towards achieving team targets.Customer service role.General office administration, maintaining records and databases.Problem solving and dealing with customer complaints and resolving customer queries.