Jo Pearson Email & Phone Number

Cheddar, Gb

Somerset, England, United Kingdom

Cheddar, England, United Kingdom

Maternity leave

Recruited to introduce a customer focussed work ethic I have implemented improvements designed to increase efficiency and add greater value to the service we provideI have improved the business focus on IT and the departments relationship with its customers by driving the implementation of improved SLA & KPI measures and by liaising with senior management, third party suppliers and other departments to ensure that all business needs are met.The role also involves providing face to face service reviews to employees in our city based offices to help drive future development of improvements that support their way of workingI have encouraged a flexible approach to the support matrix to meet customer demandsIn addition, I manage a team of IT Support Analysts making sure they are motivated and focussed on delivering high standards of customer service. To support this I have developed working practices that comply with the ITIL framework. These changes resulted in us winning the Support Function of the year award this year

Responsible for managing a team of 1st & 2nd line support engineers working to deliver ‘best in class’ performance by implementing improvements on a PCT Service Desk. This role included monitoring work flow and Quality Assurance and reviewing SLA’s & KPI’s on a daily basis. I also coached and developed individuals to improve customer focus and create a customer centric service.Implemented an ITIL framework with incident, problem, change & release management and smarter working practices including developing a support model to ensure that NHS Trust received uniform support and that the Service Desk was brought to industry standards I also provided 3rd line support & technical escalation and drove forward Business Continuity and disaster recovery processes through monitoring performance & implementing appropriate improvements in areas of concern and potential risk

Primarily responsible for ensuring the organisations E-Mail environment was secure and operational. This involved researching, testing and implementing new releases, adhering to SLA’s, reporting on operational activities, liaising with third party suppliers and providing statistical information to the Management team. I was the businesses primary support contact for all MS Exchange enquiries, technical escalation, assistance and risk management providing guidance and advice to all IT staff including the Incident Manager when required. I developed existing and identified new mail services & solutions to deliver to the business and successfully managed projects to procure and implement those replacement solutionsI also deputised in the ITIL Problem Management role, helping to identify key issues and manage core support staff to provide a resolution or work around