Jane C. Email & Phone Number

Runcorn, Gb

Liverpool, England, United Kingdom

Liverpool, England, United Kingdom

Merseyside, England, United Kingdom

Wilmslow, Cheshire, United Kingdom

Service Desk Manager at Frontline Consultancy & Business Services

Warrington, United Kingdom

Daresbury & Leeds

Daresbury Business Park

Senior Manager to a team consisting of 2 administrators and 10 service engineers supporting 3 Business Units with multiple customers across the UK and Internationally. Management of million pound maintenance contracts, providing monthly performance reports against KPI’s. Coordination and Implementation of a Service Management system including access authorisation to processes for multiple teams and services.Production of weekly/monthly reports using pivot tables showing the teams and internal department’s performance. Review of team correspondence and telephone reactive performance statistics. Periodic review and assessment of incidents logs highlighting trends or potential problems.Attend customer sites and external meetings working closely with the projects and sales team forwarding on any information for future work whilst also providing customer data for meetings.Review and management of major incidents ensuring customers are updated to the latest progress.First point of contact for all customer escalations and complaints, dealing with internal teams and 3rd parties.Management of client material stock holdings and unit database.Review staff progress and implement staff training ensuring continual personal development. Complete 1-2-1’s and annual appraisals.

Successfully managed a team of 12 staff using ITIL processes. Implemented ITIL within the Service Desk, utilising problem management for trend analysis.Reviewed open incident reports to ensure SLA’s were maximised. Managed the team’s workloads against SLA and ITIL processes. Reviewed and managed major incidents ensuring communication of customer progress reports.Point of contact for all customer escalations and complaints.Attended regular change management meetings ensuring that the Service Desk was kept informed.Reviewed work processes and procedures whilst creating a central place for all documentation.Managed the staff providing daily support and guidance. Facilitated weekly team briefings ensuring that the latest business information and updates were communicated.