Nigel K. Email & Phone Number

Belfast, Northern Ireland, United Kingdom

Crawley, West Sussex, United Kingdom

Leading end user support functions I am the primary escalation point in a challenging environment for all IT service related issues; liaising between technical staff and business stakeholders, setting measurable KPI’s to support the business and its internal customers and employing excellent communication skills to ensure that all business stakeholders are.

Worthing

As IT Service Manager responsible for the EQ Paymaster Division, I participate in CAB meetings, advise business executives, set KPIs, undertake MI reporting and monitor service delivery across the UK, India and US. Since joining Equiniti I have standardised applications and procedures for Group and Pensions functions, driving cohesive, consistent IT.

Wood Green, Haringey, London

• Managing, training and directing front line analysts, I prioritised workloads, provided clear leadership to technical staff and supported 4000 end-users across multiple sites. One of my greatest achievements at.
• Maturing ITIL based service delivery practices across the IT organisation enabling integration into a shared services model combining 3 London Borough Councils.
• Using outstanding analytical skills to improve service desk processes and procedures, significantly increasing operational efficiency and effectively meeting business objectives
• Delivering excellent standards of quality, performance and customer service by regularly liaising with clients to fulfil expectations and deliver prompt and accurate resolutions to issues

Reigate, Surrey

• Recognised as a trusted advisor, here I proved my ability to engage technical and nontechnical staff in service development, maintenance and delivery. This included my team of Support Engineers, Executives and 3rd.
• Becoming a trusted advisor to a portfolio of clients, as a result of having excellent technical knowledge and integrity to deliver consistently high standards in customer service
• Playing a pivotal role in designing change management processes, including overseeing the implementation of new incident management and escalation procedures for the company
• Leading by example to assist the team during busy periods, using a range of software including Office, AD, Exchange and BES to log faults and handle customer queries in a helpful manner

Crawley

• For four years I took responsibility for driving team performances, training colleagues, enhancing efficiency and service quality. Working across a range of software and functions, I fostered collaboration, monitored.
• Providing good technical support through careful problem analysis, using strong communication skills to patiently solve escalated technical and non-technical service desk issues for employees
• Encouraging a strong team work ethic as a result of chairing regular staff and service delivery meetings, applying tact and diplomacy to listen to different points of view and taking a collaborative approach to.

Crawley

• Working for this major tour operating company, I used excellent communication skills and diplomacy to keep clients up to date with developments, diffusing situations and agreeing estimated timelines for a satisfying.
• Ensuring outstanding levels of customer service through meeting and exceeding ambitious targets and objectives

Crawley, West Sussex

In this role I recorded, investigated, diagnosed and resolved complex technical issues. I was relied upon to provide timely and efficient responses to customer enquiries.

In this role I recorded, investigated, diagnosed and resolved complex technical issues. I was relied upon to provide timely and efficient responses to customer enquiries.