Marcin Klosok Email & Phone Number

Corby, Gb

Northampton, England, United Kingdom

Dimensions:• Mentoring IT staff including Service Desk, IT Operations and Application Support • Assist in formulation of the IT budget• Understand and communicate the IT needs of users and ensure the most appropriate solution is found and delivered quickly• Work to eliminate repeat issues and organise related training if required• Validate we are getting the basics right and achieving continuous improvement• Collaborate with business constituents, project teams and staff… Show more Dimensions:• Mentoring IT staff including Service Desk, IT Operations and Application Support • Assist in formulation of the IT budget• Understand and communicate the IT needs of users and ensure the most appropriate solution is found and delivered quickly• Work to eliminate repeat issues and organise related training if required• Validate we are getting the basics right and achieving continuous improvement• Collaborate with business constituents, project teams and staff in various IT functional areasKey Accountabilities:• Champion specific IT Services and ensure their effective delivery, management and improvement to meet the business needs• Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above• Collaborate with business constituents, project teams and staff in various IT functional areas as needed to fulfil the responsibilities described above.• Oversee the day to day running of IT services and monitoring the overall performance of these services• Coaching and supporting Team Leaders to ensure services are delivered to the agreed standards• Act as a point of escalation for business stakeholders to ensure effective resolution of service issues• Develop the service delivery framework to ensure a consistent approach in the delivery of IT services• Ensure all work is done to internal and external quality and compliance standards and that this is readily demonstrable and successfully evidenced during audits• Conduct regular formal and informal business engagement activities to build effective relationships with business stakeholders• Provide management information on the quality of services in the form of monthly reporting and dashboards to drive service improvements Show less

Corby, Northamptonshire

Main Duties and Job outline- Manage and maintain the performance of the 1st Line Service Desk and 2nd Line Application Support teams, measuring these against agreed levels and expectations- Perform an ambassadorial role for all of IT, working together with all areas of the business to facilitate and foster effective communications between IT and the business functions- Actively contribute to the IT Roadmap and larger Business plan, providing accurate information and logical… Show more Main Duties and Job outline- Manage and maintain the performance of the 1st Line Service Desk and 2nd Line Application Support teams, measuring these against agreed levels and expectations- Perform an ambassadorial role for all of IT, working together with all areas of the business to facilitate and foster effective communications between IT and the business functions- Actively contribute to the IT Roadmap and larger Business plan, providing accurate information and logical cause/effect analysis on the support aspects of existing and new services being proposed as part of these plans- Own the Incident, Request, Change and Escalation processes, ensuring high levels of performance are adhered to, accurate reporting is performed and establishing service improvement activities where required- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed- Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment, making full use of the tools, processes and methodologies made available by HROverall Support Management - Responsibility for the 1st Line Service Desk and 2nd Line Application Support teams- Ensuring 1st Line and 2nd Line teams work closely together on a day to day basis, fostering a smooth support experience for the end user- Promoting and driving, through the Team Leaders, a successful knowledge transfer process is in place between the support teams. Maintain a strong knowledge base within the teams by tasking team members to continuously improve their own knowledge through exposure and training- Creation of IT Knowledge Base for all IT staff, to allow creation of more robust end-user Self Service using ServiceNow as the delivery toolAnd more... Show less

Corby / Market Harborough

Ownership and management of the end to end process of IT Service requests and incident resolution to the wider business. This includes the management of the team of support analysts, who provide 1st, 2nd and 3rd level support to the business in resolving user and technical issues, and act as the face of a developing IT infrastructure at Joules as well as managing vendor relationships that directly facilitate the Service Desk’s remit.Our IT department delivers IT Services to all facets… Show more Ownership and management of the end to end process of IT Service requests and incident resolution to the wider business. This includes the management of the team of support analysts, who provide 1st, 2nd and 3rd level support to the business in resolving user and technical issues, and act as the face of a developing IT infrastructure at Joules as well as managing vendor relationships that directly facilitate the Service Desk’s remit.Our IT department delivers IT Services to all facets of this multi-channel business including Retail Stores, Showrooms, Shows, Head Office, Distribution Centre, Shanghai and New York remote offices and interfaces to the web.Key Responsibilities:• Management of third party vendors where appropriate• Recruit, develop, lead and motivate the team to confidently deliver and optimize both individual and team performance, focusing on both succession planning for the future and delivering exceptional end-user support• Provide timely and continuous feedback, to both praise and support staff members where appropriate• Proactively develop the skills of all team members, recognizing good performance, managing all performance and/or address issues through timely and constructive feedback and in line with the company Guiding Principles, and to act as a Role Model at all times for the team• Managing a clear Skills matrix/training plan for both myself and the team, ensuring that all relevant training is completed and the plan is kept up to date with changes to our Services• Management and maintenance of the service catalogue, whilst providing input to the IT management team regarding service(s) suitability, lifespan and potential issues in their deliverability• Implement and manage a program of Continual Service Improvement, through the identification and enactment of opportunities, to keep the Service Desk’s activities aligned to both the Business’ needs and its agreed capacity. Show less

Corby / Market Harborough

Joules is a UK-based premium lifestyle brand which designs and sells Joules branded lifestyle clothing, accessories and homeware.Born in the fields of Great Britain, Tom Joule began selling clothes at outdoor events throughout the country over 25 years ago, finding a niche in the market when he realised that his customers were a bright and colourful bunch, but their clothes were quite the contrary. Today we have 97 stores* in the UK and Republic of Ireland, a customer database of two… Show more Joules is a UK-based premium lifestyle brand which designs and sells Joules branded lifestyle clothing, accessories and homeware.Born in the fields of Great Britain, Tom Joule began selling clothes at outdoor events throughout the country over 25 years ago, finding a niche in the market when he realised that his customers were a bright and colourful bunch, but their clothes were quite the contrary. Today we have 97 stores* in the UK and Republic of Ireland, a customer database of two million customers*, an established e-commerce platform and a growing international presence.Main Duties Outline:• Providing the man-management of the IT Support Team, conducting 1-2-1’s, appraisals and developing the team of 5 through coaching, opportunity creation and effective mentoring.• Assisting analysts in providing first-line support when workloads are high or where additional experience is required.• Ensuring that support cover, rotas and shift patterns meet the service cover agreed with the business• Managing the Infrastructure Programme of works being deployed into the Stores estates for the Joules Ltd Estate.• Deployment supplier selection, ensuring the 3rd party suppliers we use to deliver projects are fit for purpose, provide value of money to the company, technically able and scalable to Joules Ltd constantly-evolving requirements.• Escalating as appropriate to the Service Delivery Manager• Working closely with Technical Infrastructure Team on new solutions delivery and problem management.• Supplier Relationship Management• Collaborate with other IT Teams for the delivery of new projects, and resolution of wider impacting business issues.• Supporting Joules Shows Franchise that attends over 200 Equestrian events around UK anually. Ensuring their EPOS systems are working uninterupted and their satelite connection alows communication with HQ servers for live data feed. Show less

Corby / Market Harborough

Key Roles and Responsibilities:• Incident Management• Providing 1st line technical support to all end users (Stores, Trade Shows, Head Office, Field Based, and Distribution), either remotely or via on-site visits• Logging and resolving on-going Incidents, Service Requests and Problems that affect business operations • Follow up on open Incidents/Service Requests with support teams and third parties• Ensure “Unassigned” queue is updated regularly and all calls are assigned… Show more Key Roles and Responsibilities:• Incident Management• Providing 1st line technical support to all end users (Stores, Trade Shows, Head Office, Field Based, and Distribution), either remotely or via on-site visits• Logging and resolving on-going Incidents, Service Requests and Problems that affect business operations • Follow up on open Incidents/Service Requests with support teams and third parties• Ensure “Unassigned” queue is updated regularly and all calls are assigned out if not resolved at first point of contact• Provide out of hours support as part of a service desk rota• On Site Support• Providing excellent customer facing care to the business via ticketing system(SharePoint and Sysaid ITSM), telephone and in person • Support of 500+ users including desktops, applications, phone systems and day to day IT administration including Active Directory and IP• Support of stores including EPOS (point of sale) and payment machines• Support of all our key offices/sites across multiple locations internationally• Maintenance and Monitoring• Assessing, planning and notifying key stakeholders of any 1st or 3rd party systems outages• Monitoring and acting upon our internal monitoring systems and automatically generated alerts• Conducting and auditing Backup activities• Update and document any processes and contribute to Internal Knowledge Base• Servicing User Requests• Ordering replacement or new equipment• Installing, removing or upgrading new or existing software• Imaging, configuring and preparing new or existing hardware Show less

Corby

Corby

Itil® V3 Foundation Certificate, It Service Management, Passed

Education record

Cae - Certificate In Advanced English, Advanced English - Cambridge

Apple Mac'S, Passed