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 kept informed of service and project updates. During my first year at B&CE I leveraged experience in ITIL process mapping to mature incident, request and hardware asset management as well as instigate improvement plans to support "Shift Left" principles. This has been achieved in tandem with enabling remote working throughout the business and developing a scalable target operating model to support increased support overheads.

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 services, while adapting to a complex environment, with a range of legacy and new technologies, licences, vendors and regulations. I work closely with project managers to undertake capacity planning, governance reviews and knowledge transfers in preparation for bringing new services and acquired organisations into BAU support. Furthermore, I am the primary point of contact for incident management, IT service issues and BAU functions. My aim has been to embed ITIL through design and redesign of key processes.

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 Haringey Council was the implementation of a self-service portal allowing users to log and view incident and service requests. This significantly reduced incoming telephone contact to the service desk, freeing up capacity and refocusing technical teams on incident resolution. Importantly this offered opportunities for further staff training, as well as cutting IT expenditure by removing 3rd line contract resources. Within this role, I prioritised workloads, organising staff rotas and managed customer queues to ensure robust operational efficiency and effectively resolved faults within agreed timelines and specifications. With a strong technical skillset, I operated a range of IT systems and software to produce a range of reports, applying astute analytical skills to interpret data and identify areas for improvement. Using excellent interpersonal skills, I confidently shared and discussed relevant information with senior management, negotiating effectively to suggest and initiate changes for improvement.Notable achievements within this role have included:-• 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 party providers. Leading by example, I contributed to team targets, proactively delegated workloads, and fulfilled demanding SLAs. I also took sole responsibility for the design and implementation of a new incident management and escalation process; effectively planning and managing change, as well as securing stakeholder buy in. Key achievements during my time at Comtec included:-• 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 SLAs, documented faults and developed detailed reports. My achievements included:-• 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 identifying ways of improving quality standards

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 resolution of problems. Through regular monitoring of processes and procedures, I used strong analytical skills to devise strategic plans for improving technical services within the company.Notable achievements in this role included:-• 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.