Liam Horsfield Cmgr Mcmi Email & Phone Number

• Lead a strong team of 7 Service Desk Analysts to success by providing a smooth, personable and timely experience to the end users of our 35 sites across the UK and Europe.• Manage the team ensuring targets are achieved, the correct staffing levels are present, and knowledge deficits are rectified. • Assisted in the successful implementation of a new Service Management tool including Self Service Portal as well as continued to develop it to ensure it remains current and fit for purpose.• Implemented a new team rota to reduce staff burnout while still providing a high-quality service to the business and our customers resulting in a reduction of staff absence. • Ran a continual improvement project to identify tasks being conducted that can be actioned more efficiently both in the case of timeliness and cost including the upskilling of the Service Desk.• Ensuring an effective communication channel while managing the expectations with key stakeholders.• Provide a dedicated escalation point and Major incident management service with the interest of exceeding business expectations.• Being Pivotal in the transition of technology, service, projects, and procedures to multiple teams within the organisation.

• Provide a high quality and efficient support service to healthcare professionals ensuring their expectations are exceeded.• Resolve issues in a timely fashion ensuring the customer and third parties are provided key communications.• Complied with strict confidentiality, SLA, ITIL and NHS Standards to ensure compliance.

• Be a single point of contact for the team, the business and public sector representatives. • Ensured quality service was being provided using multiple methods such as spot checking.• Ensured the policies, procedures and paperwork was still compliant as well as fit for purpose.

Cisco: Pc Hardware & Software

Btec National For It Practitioners, Information Technology