My role of Service Delivery Specialist (SDS) it is primarily concerned with the day to day operational performance of the helpdesk from the Client Services side, and covers incident management control, problem management, change management and new deal/deal extension implementation The SDS supports the Service Delivery Manager (SDM) in ensuring that organisational, operational, financial, quality and customer satisfaction targets are consistently met or exceeded within the assigned Service Desk/s. Four principle tasks:The SDS works with the Client Service Delivery Manager and meet all customer and internally defined goals. The Client SDM is accountable to the client and the Client Account Delivery Manager. The role of the SDS is to support them in all tasks and activities.To concentrate on incident management control through reporting, critical component monitoring (e.g. complaint handling and outage tracking), continuous improvement and customer satisfaction analysis. To this effect, the SDS will work closely with the MSP Team Leader to understand issues affecting overall Service Desk performance, and ensure that all relevant resources are employed to allow service achievement. To be responsible for the provision of the official Service Desk reporting in line with the requirements of the contract between our Client and the Client(s) as well as internally defined operationally metrics.

Team Leader for CPL IS working on the SJP account. I managed a total of 38 people which include 33 TSA (Technical Support Agents), 4 level 1.5 coaches,and 1 Incident Life-cycle Coordinator.Duties in these roles included but are not limited to: Building a good relationship with agents through people management. Use the Ayava system to track Aux usage and incoming/outgoing calls. Run weekly productivity reports Dealing directly with the client (HP)and the customer (SJP) Track attendance/ Absenteeism report Update Scorecard for weekly Ops and Roadmap meetings Update bonus the bonus file. Arrange training for new starts Work closely with ODM (operations delivery manager) and Senior Team Leader. Attend weekly assessment center for new starts Improve and motivate my agents Track behavioral issues and involve HR when required. Anticipate potential problems before they arise Keep an eye on agent activity Run daily real time reports Attend operational meetings Attend and provide training when required. Ensure all SLA and KPI’s are met.

At HP business campus, Leixlip, KildareCoach on Total service deskDuties included but are not limited to:Career development for Team leader on the succession development path -Assisting agents with any technical difficulties-Organizing training/ refresher training-Providing one to one feedback to an agent -Assessing created cases using the Experior system-Indentifying any issues on the desk that needed to rectified -Participating in weekly workshops with the desks ILC-Creating presentations to be used in training-Participated in organizing a night out for the desk to boost moral-Keeping a close eye on the call quality of the desk-If agents failed there call quality assessment then organizing refresher training-Insuring all PCs were ready for new starters -Once new starters received PCs the inventory plan had to be updated-Checking individual's hardware to make sure it corresponds with the inventory tracker-Insuring that the stock room was kept tidy at all times -Keeping a close eye on the CMS system to indentify available agents-Investigating why agents are using AUX time for a large amount of time-Building a good rapport with agents so they feel comfortable to ask questions-Keeping good communication between myself and my TL-Updating training material were required-Insuring created cases were updated daily

Tool and system familiarity from this role:-Active Directory-RAS admin remote server, -Microsoft Exchange, -MS Outlook, -Word & Excel, -As400 administration, -Oracle,-Adobe, -Citrix, -Blackberry,-Duties including but not limited to:-Answer contacts promptly and professionally-Log/Validate all contacts Call Handling Database-Resolve customer problems using the relevant tools andsystems-Manage end to end all calls logged, providing regular updatesto customers on call status-Work to achieve individual and team goals-To comply/complete desk specific or ad-hoc request/tasks-Mentor new hires.-Ensure Quality standards are adhered to in regards to bothCases & Calls.-Protect confidential and sensitive information and materials-Observe strict compliance to licensing, copyright andTrademark legislation-Accomplish other duties as required-Pro-actively seek support from escalation team via.Escalate tickets to escalation team for validation and further escalation.-Monitor ticket queues and handle tickets appropriately-Assisting clients with a large amount of IT issues ranging from basicconfiguration of hardware, installation of software & problem-Identification of varies software's mainly based around Windows XPand MS Office.-Ensuring SLA was met on all personal targets.-Assisting\Coaching colleagues with technical and process issues whenNeeded.

Duties included but are not limited to:-Assisting customers with queries-General house keeping of the shop floor-Insuring the targer is met for the month-Cashing up-Working the till-Taking in deliveries-Insure invoices where to the highest standard-Assembling shop floor displays-Training new starters

• Following basic people essentials (eg. uniforms, grooming and punctuality). • Understanding the ‘how to’ and ‘why’ behind McDonald’s Policies and Procedures. • Understanding and supporting the Open Door policy. • Promoting teamwork to achieve restaurant goals so that assigned tasks are performed in a timely manner • Assisting others when needed while demonstrating consideration for proper procedures. • Following McDonald’s practices as set out in the Crew Essentials handbook. • Following all reasonable instruction given by an authorised person (eg. crew trainer, manager, licensee)• Acting as a brand ambassador for McDonald’s at all times whilst adhering to the Respectful Workplace Policy