Matthew Ayers Email & Phone Number

Hobart, Tasmania, Australia

• Managing a team of 4 - 8 staff • Rostering • Upskilling of Staff members • Helping staff perform their day-to-day duties and assisting them with tickets & calls.• Training staff on new processes and procedures• Reviewing and responding to escalations from clients for team members and discussing/resolving so it doesn’t happen in the future.• Providing feedback on staff members for performance reviews • Assisting in the creation of new Policy & procedures • Creating/Implementing knowledge Articles

Hobart, Tasmania, Australia

• Managing and running high priority incidents for Multiple large national companies and government agencies • Co-ordinating and managing tech bridges and conference calls with key stakeholders for high priority incidents for timely resolutions• Working with clients and vendors to get faults resolved in a timely matter while adhering to SLA’s• Drafting and delivering communications to Company stakeholders and employees• Assisting in the onboarding of new contracts and recommending policy and procedure for the HPIM team to follow • Implementing and understanding ITSM Framework

Hobart, Tasmania, Australia

• Receiving, Logging & managing tickets from Users across 40+ companies via telephone, email & live chat• Escalating unresolved tickets to infrastructure support teams• Handling Calls/tickets efficiently to meet SLA’s & Average handle times• Monitoring and Actioning infrastructure/network alarms via Emails & Nimsoft

Hobart, Tasmania, Australia

• Checkout Operator• Customer Greeter/Bag checker• Directing and walking customers to items / department location• Processing EFTPOS & Cash transactions

Education record

Education record