Mitchell Ford Email & Phone Number

Durham, England, United Kingdom

Gateshead, England, United Kingdom

The End User Support Team at Aspire is one of our Second Line Teams. Inside the team we have our own First and Second Line.Moving to managing the First Line End User Team has enabled me to grow further as a manager and develop more technical skills due to the higher complexity level of our work.I now oversee an incident queue of 200+ tickets, handle escalations, manage problems and am more directly involved in service reviews with our customers.

Gateshead, England, United Kingdom

After working as an engineer on the team for over a year I was able to progress into therole of team leader on what is essentially Aspires 1st Line Team.I strive to better the team in anyway possible to continue to provide the excellent services our customers expect from us. I also work hard to ensure that each individual engineer is given the support needed to develop themselves professionally and personally.My responsibilities include:RecruitmentTrainingPerformance Management Maintaining an NPS of 80+Maintaining and Improving OLA/SLAMaintaining 65% First Time FixSupporting Engineers Technically and Personally Identifying Trends in Incidents to Identify ProblemsMonitoring of Incident QualityInbound Call MonitoringEscalationsUtilisation of Operational ModellingCustomer ServiceTechnical Support

Gateshead

As a QuickFix Engineer I worked to provide the team's flagship "First Time Fix" by resolving customer issues and requests over the phone within 20 minutes or within 1 hour over email. I worked on the most customer facing team on the service desk taking inbound calls, logging incidents, assigning them to the correct service desk team and providing excellent customer service.The incidents I personally worked on range from Local Computer, Server, Cloud Services, Networking and Telephony respectively.I also worked to maintain my own personal KPI's such as Incident Closures and First Response, as well as working to maintain Aspires SLA/OLA.

Durham, United Kingdom

The work I completed as an apprentice at the Computer Centre were general PC/Laptop repairs. Replacing faulty components, installing operating systems and general troubleshooting. I also occasionally went out to customer locations to install routers, switches and printers.The shops other service was mobile device repair. I replaced smashed screens and other faulty components on Apple and Samsung devices.Additionally, I worked on the floor as a salesman providing advice to customers and making sales of computers, laptops and other accessories. This is where I learned the basics of IT Support and providing customer service.