Kim Lyon Email & Phone Number

Bedford, England, United Kingdom

Milton Keynes, England, United Kingdom

Milton Keynes, England, United Kingdom

Great Linford, Milton Keynes, United Kingdom

2nd line support analyst working remedy tickets passed from 1st line Internal HelpdeskManaging in flow of remedy tickets, to notice trends and identify major issues.Validation of major issues identified through Remedy ticket logging and appropriate escalation to Major incident teamsOn call support provided for all bank out of hours incidentsLiaise with several areas of the bank in order to restore service to the bankInteract with high level colleagues within the business.

Developed new process for employee evaluation which resulted in marked performance improvements.Review and analyse business area requests for change within the banks infrastructureResponsible for creative design for prominent Santander/RBS takeover, including high level business meetings and presentations of Santander’s in house systems and procedures.Worked directly with various business departments in order to enable change to progress and innovate to achieve tangible… Show more Developed new process for employee evaluation which resulted in marked performance improvements.Review and analyse business area requests for change within the banks infrastructureResponsible for creative design for prominent Santander/RBS takeover, including high level business meetings and presentations of Santander’s in house systems and procedures.Worked directly with various business departments in order to enable change to progress and innovate to achieve tangible results.Worked within multiple sites including, Shenley wood, Teesside, Leeds, Triton square, Newcastle and Bradford Show less

1st line analyst for internal bank users queries and fault reportingTake escalations from fellow advisors when users require to speak to a managerCreate training plans for new systems used, and carry out training to colleagues