Peter Bridge Email & Phone Number

United Kingdom

Manchester, United Kingdom

DWF – Service Desk Team Leader 2015 March – Present Striving to deliver excellence in end user support within a busy and technically diverse business, providing key metrics, and identifying key development needs to enhance end user experience within a busy service desk. * Track and trend performance over time. * Identify strengths and weaknesses in the Service Desk Monitoring calls and providing feedback on customer service and process adherence. * Propose and apply actions to improve performance. * Establish performance goals for both individuals and the Service Desk overall. Duties include: * ensuring Quality via Customer Satisfaction and Call Quality Indicators * maintaining Productivity by managing the service desk utilization Day to day include * - Setting Achievable and measurable objectives to the analysts * - maintain holidays and the service desk rota to ensure utilisation * - being a point of escalation and support for the team * - merging new technologies and services to the service desk support model * - Monitoring and implementing Call and Ticket quality * - holding 1-2-1’s and appraisals * - Continuous stake holder management on a scheduled and ad-hoc basis * Day to day management, Interviews, rota, sickness and holiday Etc., as well as training and support

Manchester, United Kingdom

Manchester, United Kingdom

DWF – Service Desk Team Leader 2015 March – Present Striving to deliver excellence in end user support within a busy and technically diverse business, providing key metrics, and identifying key development needs to enhance end user experience within a busy service desk. * Track and trend performance over time. * Identify strengths and weaknesses in the Service Desk Monitoring calls and providing feedback on customer service and process adherence. * Propose and apply actions to improve performance. * Establish performance goals for both individuals and the Service Desk overall. Duties include: * ensuring Quality via Customer Satisfaction and Call Quality Indicators * maintaining Productivity by managing the service desk utilization Day to day include * - Setting Achievable and measurable objectives to the analysts * - maintain holidays and the service desk rota to ensure utilisation * - being a point of escalation and support for the team * - merging new technologies and services to the service desk support model * - Monitoring and implementing Call and Ticket quality * - holding 1-2-1’s and appraisals * - Continuous stake holder management on a scheduled and ad-hoc basis * Day to day management, Interviews, rota, sickness and holiday Etc., as well as training and support

Didsbury

Service desk analyst supporting Jaeger and BDP also performing some infrastructure and mobile services support

London, United Kingdom

Regional team leader managing 8 engineers for remote support and a junior consultant on projects for NATS west coast train line and LUL

Education record

Education record