Lisa Aitken Email & Phone Number

Paphos, CY

Paphos District, Cyprus

Information Technology Administrator at Mann Made Group

• Customer Service Administrator duties as per previous role along with the additional tasks:**
• Support the Operations Manager with London and Cyprus based Administration and Payments team members
• Support the Operations Manager with rotas, task allocations and reporting as required.
• Be a super user within the payments and administration teams.
• Ensure team comply with the firm’s policies, procedures and controls when on-boarding clients, processing payments and dealing with customers and other members of staff.

• Responsible for on-boarding personal and corporate clients.
• Collect, file, review and evaluate KYC documentation for new clients, adhering to strict regulations from the Financial Conduct Authority.
• Provide support to customers’ requests and queries via telephone and emails.
• Perform continuing checks and updates of KYC documentation for established clients
• Providing first-class customer service to clients at all times.

• Responsible for providing second level remote technical support to over 15000 end users throughout EMEIA (Europe, Middle-East, India & Africa) within a small team.
• Performing effective call management, maintaining ownership on cases, and monitoring / updating / resolving incidents in a timely manner.
• Escalating unresolved incidents to other support groups, including vendors, to expedite resolution, while providing end user updates on case progress.
• Identifying opportunities to improve service to customers including ensuring knowledge is available for level 1 and level 2 technicians.
• Performing quality on all incidents handled, clearly documenting case situations, and providing accurate investigation
• Highlighting any individual or team training / knowledge gaps that may exist and work with other senior members of team to address/resolve.

• With an average of 19,500 calls received to helpdesk per month, ensuring all incidents/requests received are logged, monitored / updated and resolved according to service targets.
• Technical assistance and training of Service Desk Analysts, assisting with calls when appropriate.
• Resolving complex problems and escalated calls to satisfactory conclusion.
• Observe and influence the development of customer care skills within the team, leading by example and training as required.
• With guidance from Team Leader, undertake first line management of the team including day to day performance, conduct and absence.

Glasgow, United Kingdom

Working in a large team providing support to a global corporation. My duties include:* Providing 1st line support to over 10,000 end users throughout UK&I. * Taking a minimum of 45 calls per day with at least 75% first time fix target.* Ensuring call quality exceeds 80%.* Ensuring all calls are recorded on Remedy Helpdesk System and resolving or escalating.

In this role, I have the responsibility of supporting a large number of users in a Linux environment as well as carrying out a range of project work. Rolling out new POS systems to over 300 branches.Providing remote support for over 300 retail outlets, Head Office as well as 3 distribution warehouses throughout the UK in a small team of 5.Resolving any.

This has proven to be a diverse role, with wide ranging responsibilities, supporting one of the UK's largest Independent Financial Advisers. My duties include:Working within a four member team responsible for all information systems across 14 sites, supporting upward of 200 usersDelivering comprehensive desktop support to all users in a predominantly.

Higher National Diploma, Computing Support, Pass With Distinction

High School

3 Higher Grades (including Maths).

Education record