Mark Smith Email & Phone Number

Manchester, England, United Kingdom

Manchester, United Kingdom

Planning, developing, training and rolling-out a very successful Service Desk (SD) structure as the first point of contact for all technical issues, queries and requests for Graduate Prospects, the Higher Education Careers Services Unit (HECSU) and the National Council for Work Experience (NCWE). Ensuring all SD calls are assessed, delegated and resolved in a time and cost-effective manner through monitoring and reporting of KPIs. Negotiating, maintaining and enforcing Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) at customer and business levels. Managing Change for the organisation. Providing the Executive Team and board members with periodic performance and common call occurrence reports. Actively communicating known errors and potential service disruption to the each organisation’s internal and external customer base. Performing regular user group reviews of business processes as part of a thoroughly documented Continual Service Improvement strategy.The primary contact for administration of the corporate Storage Area Network (SAN), High Availability systems, Document Centres and InterTel PBX/VOIP Telephony systems. Secondary responsibilities including the monitoring and maintenance of key systems (on a 24-hour callout rota), administration of the Microsoft Windows 2003 / Exchange 2003 network, providing one-to-one coaching for new staff members, and media-based tasks (including photography, filming and audio / video editing) when required.

The provision of technical support to all elements of the organisation’s systems and infrastructure. The identification of new and emerging hardware, software and communication technologies & products, ICT methodologies & techniques and the ongoing assessment of their relevance and potential value to the organisation. The provision of support and advice in regard to the strategic development of IT services, supporting the business environment.

Writing, adapting and delivering training packages to Sales Advisers, Enquiry Line Advisers and Team Managers. Providing on-hand systems and procedural support for first and second line Customer Services advisers. Resolving escalated issues in a timely and cost-effective manner. Providing Team Manager cover during periods of sickness, absence and increased workload. Also acted as a member of the Customer Satisfaction Group, aimed at improving the service and relationship between the company and its customers.

Msc, It Systems Development

Bsc (Hons.), Computing Technology