Provide exceptional customer service and support through CRM for bespoke software taking complete ownership of calls from start to finish.Ensuring the incident management process for every incidentCreating and curating knowledge articles.Liaise with project managers to ensure IT project services transition into BAU is without incident.

Currently working for Fujitsu as a Product Supervisor working in a matrix enviroment with IT teams and the customer directly to ensure support for any disruption to service or technical faults are resolved within SLA to the highest standards. Build and develop capabilities of the Service Desk team, both technical and non-technicalEnsuring regular one to one meetings are held with direct reports, managing their overall performance and developmentMentor and develop the individuals in the teamEnsure all SLA’s are met and any that are not met are sufficiently managedManage any escalations and complaints that ariseActing as an incident escalation focal point, identifying and resolving conflict and bottlenecks with a proven track recordProviding trend analysis and incident metrics to Service ManagementEnsuring that all IT teams follow the incident management process for every incidentCreating and curating knowledge articles for IT team to followOwn all communications during a major system outageLiaise with project managers to ensure IT project services transition into BAU is without incident

Provide a Single Point of Contact (SPOC) which is a local and international toll-free number for usersCustomized call answering scripts and a telephone response systemAccurate call logging, management and escalation of all requests and complaints according to agreed service levelsInitial assessment of all incidents, adopt first attempt to resolve incident and/or refer to second line of support based on agreed service levelsManagement of second line of support through other Service Partners or VendorsKeep users informed on status and progress of system resolutionExtensive and regular customer calls to report improvements and comprehensive analysis of the problem resolutionKnowledge base available for customer accessService Level Agreement reportingCustomer satisfaction program for continuous improvement