Mark Burrows Email & Phone Number

London, England, Gb

As the Regional Service Manager for UK&I, I am responsible for overseeing the entire lifecycle of services provided to my allocated customer, this is to ensure that Cognizant consistently meet or exceed our contractual commitments and service level agreements.I work closely with internal teams to drive service excellence and create a strong, long lasting relationship with our customer.

United Kingdom

Key responsibilities include:Proactively solicit customer feedback on the level of satisfaction with contracted services and drive improvements.Act as the ultimate point of escalation within Service Management for all significant service issues that affect the service line, and manage service providers in resolving any significant service issues; this includes cross-service line issues.Work with Business Partners, Business Relationship Managers and Change Management to maintain an understanding of future service requirements that may impact the provision of existing IT Services and support any changes / enhancements that may be made.Review and act as the final authority for all changes that may impact the service line.Regularly produce service performance reports to key stakeholders.Involvement in problem Management, request management and incident managementParticipate as a change advisory board member in approving or declining proposed service modifications.Managing all communications to the business and Key stake holders around service issues and resolutions.

United Kingdom

Working within a small team in resolving incidents/requests that have been raised by the business users via the service desk. The incidents/requests would be logged by the service desk within Remedy.Escalating any incidents over to the 3rd line support teams or to raise a support ticket with 3rd party support.Occassionaly visiting UK offices to build relationships with the business users plus understanding their views and needs on the applications that they use.Creating/maintaining and keeping up to date a Known Error Database but stored within sharepoint. The aim of this is primarily for the service desk to use and to quickly deal with issues that are called into them by users. It is used by our support team to spend less time and energy trying to find a resolution for the same issues that are raised. It is also used by the business users to refer to prior to them calling the service desk.Making sure that any escalations by users are looked into by the 3rd line support teams.To be able to answer any questions from the business or external users regarding the systems we support and the websites we have.Regular house-keeping on application servers:The use of VMware, Active Directory, SQL Developer.

United Kingdom

Answered incoming phone calls and emails from staff regarding IT issues and queries.1st/2nd line support duties – troubleshoot IT related problems from in-house software to hardware, such as Laptops, PC’s and PrintersEscalated unresolved calls to the various support teams.Took ownership of user problems and followed up the status of the problems on behalf of the user and communicated with them on the progress in a timely manner.I maintained a high degree of customer service for all support queries.I published support documentation which was to assist the staff with calls and requests for information and I provided staff training if it was needed.I used Active Directory to create user accounts, reset passwords, and to create groups.

United Kingdom

Responsible for the post within the office. This included opening all the incoming letters and making sure that they went to the relevant people, as well as guaranteeing that the outgoing post was sent from the office.Maintained and organised the filing within the office. This included fetching the required documents and returning them to their appropriate locations after their use by a colleague.Photocopying and faxing.Responsible for the main phone within the office. I would then pass on calls to the relevant person or take messages as necessary. Ocassionaly I would be asked to phone other companies or departments to pass on their messages.I would also be tasked with typing letters and to produce documents.Responsible for arranging meetings for people within the office. This would be to book rooms for them and to make sure that the relevant people attended.Responsible for the stationary within the office. I would place orders and ensured that certain items were always in stock.Responsible for looking after petty cash.

United Kingdom

I worked within a small team responsible for receiving and distributing stock, parts and material.Helped unload the stock that was delivered from the truck by hand.Data entryTaking telephone calls from customers.Covered the parts counter and dealt with customer orders or complaints.