Jan Collinge-Howarth Email & Phone Number

United Kingdom

As Service Desk & Desktop Manager I am required to drive performance of the Service Desk & Desktop teams against agreed service level agreements and successfully manage the interface between clients and internal teams to ensure positive customer satisfaction.- Consistent delivery against KPIs driven by customer satisfaction- Increasing the value-add capability of the Service Desk- Continuous adherence to best practice frameworks adopted by AgilisysMy Key ResponsibilitiesManage a team of Agents and Analysts to ensure agreed targets are met and appropriate qualitative standards are met.Develop and implement methodologies to consistently improve key metric such as First Time Fix.Analyse and measure service desk activity to make recommendations for increased organisational efficiency and effectiveness.Develop and train staff members’ to ensure support is generic and consistent.Devise staffing and scheduling models to ensure guaranteed business coverage.Ensure regular training, appraisals and performance management for all staff to ensure each member is able to provide the best level of customer support.Work closely with other operational managers to ensure early identification of service degradation to minimise risk to the business.