Mark Barrett Email & Phone Number

New Zealand

London, United Kingdom

Some of my duties in this role included.Manage, lead, motivate and develop the IT Service Desk staff in accordance with LSBU’s policies and procedures.To provide a helpful, responsive and courteous service to all LSBU staff and stakeholders and to work in co-operation with all sections of IT in delivering excellent customer service.To monitor and priorities incidents and service requests received by the IT Service Desk so that an efficient service is delivered, ensuring that they are dealt with in a timely way and in accordance with SLA’s/service targets.Monitor the quality of information logged in service desk tickets and phone calls, and the questioning undertaken to qualify the information received.To act as the IT Service Desk team’s first point of contact for the escalation or notification of widespread issues or major incidents.Provide IT Service Support services in accordance to industry best practice (e.g. ITIL) and search for continual service improvement of all delivered services.Contribute to the development of the necessary procedures and standards required to effectively support the proposed IT initiatives.Participate in maintaining the IT Knowledge-base by keeping content up to date and ensuring that documentation of the supported systems and software is available and in appropriate form.To resolve service escalations and complaints in a timely manner.To maintain an awareness of current developments within IT and its application to Learning and Teaching within a Higher Education context through attending training sessions, conferences and reading appropriate published materials.To maintain accurate, asset inventory information of LSBU’s IT assets and ensure the recording of the data in the IT Configuration Management Database (CMDB).

London

The key responsibilities for this position included Support for both PC’S and Apple computersSoftware and hardware supportSoftware installs, maintenance and upgradesMoves\adds\changesAudio Visual and Video Conferencing support and installationsIT Service Desk support services for both students and staff

London, United Kingdom

Waikato, New Zealand