Service Desk Manager and part of the wider IT Services team.Responsible for 23 staff internally.Main point of escalation for our end users.Work closely with internal teams across the University to help deliver excellent Customer Service.Work closely with other Team leaders to continually improve the service we provide.Carry out monthly trend analysis and reporting to Senior Management.

Tier 2 Technical Support Analyst supporting our entire customer base including Managed WAN customers in and out of hours with the following; Cisco networking, DSL technologies, Hosted Exchange, Managed Server Hosting and ISP technologies.Out of hours support for our Managed WAN and Managed Server Hosting customers, as well as for communicating MSO's to key stakeholders.Currently working towards Cisco qualifications (projected CCNA by July 2018)

Deliver first class customer service to our customersCompletion of ticket, email and fax correspondenceThrough proactive questioning skills establish the most appropriate product for a customerAnswer questions for customers on all aspects of their account (e.g. billing, orders)

Gather statistical information and create/update historical databases + Responsible for generating schedules that are aligned to the forecasted shortand long term call/workload demand to the interval level in support of businessplans, productivity and Operational objectives. + Ensure all exceptions are accounted for based on associate availabilityinformation as well as optimal business requirements. + Update parameters within the workforce management system to ensure mostefficient scheduling of resources to meet service level and productivity goals.+ Incorporate contact centre data from long and short range forecasting (e.g.,contact centre call volume, AHT, agent productivity, vacations, attrition andother load factors) + Schedule all off phone activities such as offline work, team meetings,coaching, training etc. + Work closely with the Operations Team to ensure respective lines of businessare in line with requirements and associate availabilities are conducive to thebusiness needs. + Use accuracy of schedule measurements for continuous improvement, includingmaking recommendations to improve scheduling efficiency and employeesatisfaction.

Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues.Make adjustment to call allocations driven by the real-time trends.Conduct real-time monitoring of agents to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues.Handle agents' pending time-off requests, schedule swaps, trades, etc. and the daily exception management of Blue PumpkinDuring low call volume, work with a senior member of the Command Center to offer voluntary time off.Communicate with remote centers and staffing agency to input all callout data into Blue Pumpkin in a timely fashion to ensure intraday in Blue Pumpkin is kept up to date for analysts and management team.Execute reporting packages for agents, teams, and programs to provide analysis of areas of opportunity, AHT, ACW, QA, Schedule Adherence, SVL stats for previous day, WTD, and MTD.Send out hourly performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts.