Jan Kment Email & Phone Number

Dublin, County Dublin, Ireland

The key areas of responsibility are Vendor Management, Service Transition, Change Management, Problem Management and Service Level Management, alongside ownership of the critical ITIL processes. Our remit is to design, implement and regularly measure our performance againstthese processes, striving for continual service improvement. Responsible over the availability of business critical services, delivery, reporting and analytical responsibilities surrounding the suite of ITIL processes within the Cabot Group, providing support across all business units.Key Accountabilities and Responsibilities• Build relationships with all key Stakeholders across the Group Business Units.• Help define, manage, report on, mature and continually improve the operational ITIL processes (and associated toolsets) across Group, including Incident Management, Problem Management, Change Management, Request Fulfilment, Continual Service Improvement and Service Transition• Provide detailed analytical reporting on Group IT Operations’ performance for Senior Stakeholdersacross the business• Take the Service Management lead in Major Incident Management across Group, working in conjunction with the Major Incident Manager and technical teams to drive service restoration, whilst owning stakeholder communications, and producing high quality Post Major Incident Reports (PMIRs) once service has been restored• Chair Problem Review, Technical Review and Change Advisory Board meetings and any ad-hoc sessions• Ensure adherence to, and support the gathering of data for all Compliance and Audit controls that are in place

Dublin City, County Dublin, Ireland

Overall responsibility for customer services team and customer experience.Designed the strategy, structure, KPIs, processes, quality and performance of Bangalore based email and chat support team of up to 90 staff members. Worked closely with other executives reporting directly to the CEO.I was hired to help the organisation scale and define an effective and efficient team that will be able to handle large volume of queries on a daily basis and improve the reputation of the organisation online.Our team grown from 24 members up to 90 at its peak. It was a high volume environment of up to 10k user requests per day, we focused on improving self help ability of our users, faster response and resolution while we maintained high user satisfaction and met internal quality and productivity objectives.

Dublin, Ireland

Delivered successful operation of the IT Service Desk by managing the Service Desk Team in all areas of their work, including account management, recruitment, on-boarding, training and SLA delivery via performance management.- 90+ staff member via 7 Team leaders and workforce analyst with 11 languages supported across the globe.- Collaboration with other sites included North America, Portugal, Romania, India.- L1 & L2 Technical support and logistic/consumable support for clients ranging from single user through SMBs to large enterprises. Interaction via phone, email, ticketing systems & chat- Reporting metrics to senior internal/external stakeholders

Dublin, Ireland

Provided daily operational support to the team (covering resource planning, recruitment, monitoring and feedback).Monitored performance against service levels, implemented actions to achieve them and fulfil performance-reporting requirements.Provided guidance to team members by acting as a centre of competence on processes, systems and procedures.Assessed skills of staff & coached the team to meet required standards & targets.Supported Other Xerox teams with programs for Key Customers and set up of new customer accounts.Liaise with Various Helpdesks, Xerox & Third Party Service Providers, escalating through these avenues to close.Ensured best practices in Process and Quality for all accounts

Dublin, Ireland

First point of contact for support and guidance for the team on 6 accounts / 24 agents- team workload / queue management - SLA, ticket quality and agents performance reporting- host or participate in weekly operations meetings representing SD team with Account Management and Client- process and technology mentor- Service desk systems testing for future deployment and implementation- facilitate escalations, both internally and externally- new account pre go-live due diligence

Dublin, Ireland

HELPDESK SERVICE ACCOUNT LEAD. - Leading Account specific service desk team, workload, task assignment - primary contact for issues or escalations related to Xerox devices

Dublin, Ireland

- troubleshooting hardware issues via phone/email,- remote device management network protocols, general device settings (printing defaults), investigating possible - driver issues - Support Fleet Managers, Liaise with Various Helpdesks, Xerox & Third Party Service Providers, - Maintain accurate database information with software applications, - Coach new team members on process, systems / tools

Dundrum Shopping Centre, Dublin, Ireland

Daily customer face to face communication in one do the busiest Stores,Providing support and guidance for potential or existing customers on Mobile phones, Price plans and services from Vodafone,Reaching monthly sales target given by management,

Dublin, Ireland

Dealt with customer queries, handling English and Slovak/Czech speaking customers related to broadband / network issues, Cross department cooperation with Billing logistics, Network Abuse or higher level care depart. Resolving either technical or financial issue, everything was being logged trough software [data processing], processing payments via online terminal, troubleshooting issues with internet connection, escalating issues.