Martin Bryant Email & Phone Number

London, England, United Kingdom

Responsible for managing the First class Service desk and related services

• Responsible for the complete lifecycle of an international Insurance company, encompassing the disciplines of pre-sales engineering, project management, consultancy, installation and commissioning, moves and changes.
• Working closely with the customer and become familiar with their business needs and practices, and Manage expectations of the services delivered
• The SDM owns the service relationship for the defined customers and is responsible for the end to end delivery of first class service and ensuring revenue retention
• Responsible for managing the end user service desk with a team of 6 direct reports. Completing appraisals, one-to-one, and ensuring the desk is manned appropriately.
• Responsible for managing the incident, request, problem and event management processes
• Conduct regular Service Review meetings with customers ensuring support and service is reviewed

• Responsible for providing effective Service Management for an international financial organisation
• Delivering effective people management, leading 14 IT staff operating a very busy 24 hour service desk
• Responsible for managing and delivering support to a single client with 50+ sites over 15 countries
• Responsible for managing the incident, request, problem and event management processes
• Ensuring Major Incidents are resolved and the MI process is adhered to
• Representing the Service Desk at the regular CAB meetings

• Providing expert technical support within a team supporting one specific client (international finance company with in excess of 150 servers and 1500 clients) within a Wintel environment
• Successfully implementing projects; technical lead and escalation point for line engineers
• Responsible for deputising for service desk Team Leader in absence, demonstrating flexibility
• Devising and implementing SCCM installation, (one Primary Server and thirty secondary sites)
• Providing more efficient ways of working and increasing productivity, leading estate wide migration from an Exchange 2003 infrastructure (with a server on each of the 30 sites) to a centralised Exchange 2007 cluster in.
• Responsible for running of multiple projects including WSUS, MacAfee and server rebuilds

• Responsible for providing effective third line support and implementing small projects for customers in addition to own service desk, focusing on servers and network issues