Rachel Alexander-Vigors Email & Phone Number

York, United Kingdom

Oversees the daily workings of the internal operations teams.Duties include but are not limited to:Management: - Overseeing multiple teams including Service Desk, 2nd Line Team and Corporate IT team- Performing one on one performance reviews - Assist with recruitment of new analysts and engineers- Create and maintain Service Catalogues, DR Plans, SLA/OLAs.

York, United Kingdom

York, United Kingdom

• Manage the overall desk activities
• Act as an escalation point for all analysts
• Report to senior managers on any issue that could significantly impact the business
• Attend Change Advisory Board meetings
• Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules.
• Undertaking HR activities as needed

York, United Kingdom

• Responsible for managing all company assets including hardware and software licensing
• Create and maintain reports using various systems including Business Objects
• Part of the BMC Remedy administration team which includes maintaining the system and making service improvements

• Responsible for the overseeing and supporting the 1st line Service Desk Analysts
• Writing and updating procedures to increase knowledge throughout the team
• Assisting with interviews and quarterly and yearly staff appraisals

• First point of contact for customers and internal users in a busy Service Desk environment
• Troubleshooting both Hardware and software issues

York, United Kingdom

• Responsible for the day to day running of the IT support help desk, this included all IT issues from PCs to Server builds