Peter Dixon Email & Phone Number

Coventry, United Kingdom

• Understand and keeps track of key team KPI’s / SLA's. Manage dips in performance with adequate reinforcement plans proactively.• Manage escalations across the IT service desk and ensure all teams internal and external are working within the agreed SLA.• Avaya phone system administration.• Delegate specific service desk responsibilities to team members to create specialisation and increase service delivery pace.• Monitor and report monthly both team and client performance. • People management and associated responsibilities like performance and development management.• To engage with Continual Service Improvement to identify opportunities for improving the Service Desk function and to implement, measure, and promote these improvements.• Provide active support to the team and the wider organization through coaching/mentoring. • Service delivery management and service pack reporting• Working knowledge of major networking components, networking operating systems and basic configuration and maintenance• Practical use and knowledge of ITSM Tool’s, and Backups/Restore.• Internal Auditing IS27001

Coventry, United Kingdom

• Use of Remote Desktop Support Platforms (VNC, Dameware, Teamviewer, LogMeIn, Windows RDP).• Active Directory Support.• Group Policy configuration• Microsoft Office.• Support for both Desktop and Laptop Hardware.• Specialist retail POS software (Vision Beanstore, SLEPOS).• Multiple Printing solutions. (Papercut, Equitrac, Uniflow)• Software / Security Deployment via landesk • Asset Management via landesk • Working with incident management/service desk management to introduce service improvement• Responsible for ensuring that all incidents reported are categorised and allocated efficiently and correctly into our bespoke call logging system.

Cyprus

• Accountable within a role designed to support end users utilising MS Office and Windows 98, 2000, XP and NT.• Ensuring Health and safety best practise JSP 375 is adhered to.• Relied upon to write MS Office training programmes to support the knowledge and experience of end users. Curating succinct and easy to reference content in support of elevating engagement.• Designing and integrating databases for the recording of personal information. Pre-empting, analysing and executing an effective user flow.• Security incident management / control room commander.• Risk assessment• Strategic planning.