Nick Burke Email and Phone Number

Responsible for 8 IT Support Engineers providing 2nd line support to NHS Practices throughout the region.* Improved customer perception of the Engineers by implementing processes which provide more efficient scheduling of jobs.* Provided coaching and guidance to the 6 engineers by the use of ‘121’ sessions, career development plans and highlighting areas of improvement.* Successfully addressed a number of customer complaints, by defining expected standards of performance by… Show more Responsible for 8 IT Support Engineers providing 2nd line support to NHS Practices throughout the region.* Improved customer perception of the Engineers by implementing processes which provide more efficient scheduling of jobs.* Provided coaching and guidance to the 6 engineers by the use of ‘121’ sessions, career development plans and highlighting areas of improvement.* Successfully addressed a number of customer complaints, by defining expected standards of performance by Engineers in terms of the quality of their site visits, and gaining positive feedback following satisfactory resolution of the issues.* Managed the relationship between Engineers and the Service Desk by addressing conflicts, defining agreed working practices within the teams, such that each team understood better what the other team’s priorities were.* Resolved staffing issues within the team, where engineers were frustrated with working processes which can prove problematic from a practical perspective. Show less

* Improved internal customer service by identifying elements of support best suited to be passed from 3rd Line Systems engineers to the 2nd Line Support Team, and in turn to the 1st Line Service Desk, leading to a faster turnover of requests, developing better relationships between the teams and improving staff morale.* Managed supplier relationships in terms of hardware procurement, liaising and negotiating. Successfully resolved a major printing bottleneck issue within the business by… Show more * Improved internal customer service by identifying elements of support best suited to be passed from 3rd Line Systems engineers to the 2nd Line Support Team, and in turn to the 1st Line Service Desk, leading to a faster turnover of requests, developing better relationships between the teams and improving staff morale.* Managed supplier relationships in terms of hardware procurement, liaising and negotiating. Successfully resolved a major printing bottleneck issue within the business by implementing a new long term solution, demonstrating real cost savings against other possible alternatives.* Provided coaching and guidance to all 5 team members using monthly ‘121’ sessions, supporting their career plans and highlighting their strengths in terms of their contribution to team success. Implemented Personal Development Plans to formally provide training and support for areas of improvement. Negotiated higher pay reviews for several of my team owing to their excellent performance.* Successfully led several projects relating to the Desktop Support service on site… - Improved the Meeting Room computer facilities for the Zen offices, giving the company more reliable machines to work with and further enhancing the reputation of the team. - Implemented the transition from Vivantio to Request Tracker 4 for call management. - Initiated a Disaster Recovery plan to use a satellite site, should the main site be inaccessible. - Audited and submitted findings to several elements of ISO 9001 (including License management and Staff Starters/Leavers) contributing to successful accreditation of the quality standard. Show less

* Improved customer service level ratings from review meetings with the main stakeholder, improving relationships with them, by proactively monitoring and supporting the team clearing their call queues, acting as a point of escalation for all issues, and dynamically aligning team priorities to suit customer demands.* Implemented Request and Change work flows within the team, along with Incident reviews to highlight any weaknesses in the processes used, so that the methods could be… Show more * Improved customer service level ratings from review meetings with the main stakeholder, improving relationships with them, by proactively monitoring and supporting the team clearing their call queues, acting as a point of escalation for all issues, and dynamically aligning team priorities to suit customer demands.* Implemented Request and Change work flows within the team, along with Incident reviews to highlight any weaknesses in the processes used, so that the methods could be simplified and achieve continuous improvement in response times, in line with ITIL best practice.* Successfully managed an organisational change within the department, merging the Desktop Support Team and Helpdesk to form a single multi-function Support Team. This improved flexibility to the business in that numbers of staff working on certain tasks or projects were varied to accommodate sudden changes in workload.* Recruited all the team members, providing a balance of skill sets and characters within the team, and provided a career structure to give all staff their own personal ambitions and objectives in their roles. Ensured that they were fully trained so that there was consistent support for Active Directory, MS Office and Exchange, using a combination of on-the-job training and documentation.* Successfully used regular 121 sessions to coach and guide underperforming staff, by setting short-term goals to address shortcomings, easing the appraisal process, and hence leading to promotions within the team. Lead by example, encouraging staff to develop a positive, dynamic, customer focussed approach, promoting good teamwork. * Managed third party supplier relationships, negotiating better pricing, and resolving issues. Established as the primary contact within the company for PC and laptop specifications, recommending manufacturers and models to give the customers the best value for money from their hardware estates. Show less

PC and Network Support for the various customers in the region, such as Akcros Chemicals and Philips Semiconductors. Mentored less experienced staff proving training and guidance to Service Centre staff.

Responsible for PC and Network Support onsite at the Eccles site.