Jack Kelso Email & Phone Number

As an IT Service Desk Manager for a leading national railway service, I bring years of expertise in managing and optimising IT support functions. With a solid foundation in ITIL principles, I have consistently driven service excellence and operational efficiency in fast-paced and dynamic environments.Delivering IT services that support critical railway operations and ensure seamless passenger experiences & safety. I am adept at leading Service Desk teams, implementing robust ITIL-based processes, and leveraging technologies to enhance service delivery. My hands-on approach enables me to streamline workflows, reduce incident resolution times, and elevate customer satisfaction.Key strengths include:Incident Management: Expertly handling high-priority incidents with a calm and methodical approach to restore service swiftly and prevent recurrence.Technical Proficiency: Proficient in a wide range of IT systems and tools, ensuring comprehensive support and maintenance of critical infrastructure.Leadership: Leading and mentoring a team of analysts, fostering a collaborative environment that promotes continuous learning and improvement.Communication: Clear and effective communication with stakeholders at all levels, ensuring transparency and understanding in high-pressure situations.Customer Focus: Dedicated to understanding and exceeding the needs of end-users, ensuring a customer-centric approach in all IT service management activities.

Listed skills include Microsoft Office, Teamwork, Presentation Skills, Microsoft Excel, and 8 others.

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  Cardonald College

  Communication And Media Studies