Robert Magee Email & Phone Number

Widnes, Gb

Warrington, England, United Kingdom

I joined Democracy Counts as the Service Desk manager in Dec 2019. I am also the company's Windows and Network System Administrator.As the Service Desk Manager my role is to support a team of 6 service desk agents who support our bespoke Electoral Management software.• Manage the team day to day through various communication to allow for home working due to the COVID 19 pandemic.• Internal and External stakeholder management.• Escalation point to resolve customer issues… Show more I joined Democracy Counts as the Service Desk manager in Dec 2019. I am also the company's Windows and Network System Administrator.As the Service Desk Manager my role is to support a team of 6 service desk agents who support our bespoke Electoral Management software.• Manage the team day to day through various communication to allow for home working due to the COVID 19 pandemic.• Internal and External stakeholder management.• Escalation point to resolve customer issues in a timely fashion.• Production of daily, weekly and monthly management reports detailing performance of service, problem areas and initiatives to drive improvement.• Holding Client Service Review Meetings to discuss and review the services they have and any issues they could be having.• Manage technical and application issues on a daily basis – troubleshooting and analysing technical problems, reproducing product behaviour to determine root causes and to find workarounds and resolutions.• Monitoring SLA & KPI performance management.• Document any department internal processes and procedures.• Monthly 1-1s with each team member this would consist of reviewing KPI’s and Career goals and overall performance.• Report writing and articulating technical IT issues to non-technical audiences. Show less

Birchwood

As Churn and Trading Manager at Claranet my role was to ensure that the team are equipped with the skills to retain the customer base whilst selling new business services to help them build and grow.Within the role I managed adverse and volume-based workloads across desk-based teams and online platforms to utilise the most effective approach for the services being re-contracted. I also worked on a contact strategy to ensure all customers were contacted. • People managed a team… Show more As Churn and Trading Manager at Claranet my role was to ensure that the team are equipped with the skills to retain the customer base whilst selling new business services to help them build and grow.Within the role I managed adverse and volume-based workloads across desk-based teams and online platforms to utilise the most effective approach for the services being re-contracted. I also worked on a contact strategy to ensure all customers were contacted. • People managed a team of 7 advisors • Driven growth and recontract targets throughout the team• Escalation point for internal and external customers• Held regular 121’s, annual appraisals reviews and identified training requirements within the team• Adherence to HR policies on absence management, performance management, recruitment and various other activities• Managed staff rotas ensuring coverage to support our customer base Show less

Birchwood

I was the Service Desk Manager responsible for 8 agents who dealt with various IT and technical faults. As part of the role I would also manage the IT infrastructure in the Warrington office as it was a smaller office of 80 people and had no dedicated IT resource. • Act as an appropriate escalation point to any internal or external customers.• Regular feedback from myself is given to the team on performance, training and any improvements required. • Management of IT… Show more I was the Service Desk Manager responsible for 8 agents who dealt with various IT and technical faults. As part of the role I would also manage the IT infrastructure in the Warrington office as it was a smaller office of 80 people and had no dedicated IT resource. • Act as an appropriate escalation point to any internal or external customers.• Regular feedback from myself is given to the team on performance, training and any improvements required. • Management of IT infrastructure in the Warrington office. This would consist of managing desktops, laptops, daily/weekly backups and AV updates • Working closely with my peers in other teams to deliver continual service improvement.• Year or year improvement on calls statistics as below: o 2017 Call abandoned rate – 10.2% o 2018 Call abandoned rate – 3.0%o 2019 Call abandoned Rate - 2.7%o 2017 - Calls answered in 30 seconds or under – 54%o 2018 - Calls answered in 30 seconds or under – 85%o 2019 - Calls answered in 30 seconds or under - 91%• Production of MI reports on daily, weekly and monthly ticket statistics• Track the teams customers satisfaction score through use of net promoter• To ensure a positive commercial influence from the technical support team, identifying leads and where appropriate closing new business opportunities.• Ensure that agreed SLA’s are met by team wherever possible and the team always perform to the highest possible levels in terms of queries answered.• Development of the technical support WIKI to ensure staff are always able to access relevant and up to date technical information.• Daily production of KPI’s for the team and providing prompt, relevant feedback.• To ensure resources are in place to deal appropriately with technical escalations.• To deliver a quality service to the customer base. Show less

Warrington, United Kingdom

I joined ASDA Distribution in January 2016 and have been involved in the daily running of the inbound department as well as liaising with other departments in the warehouse to help maintain our operational effectiveness. I have completed a lot of Disciplinary hearings and not afraid to make the tough decisions when required. I have created training documents for the implementation of the new computer system on site and trained and presented these to all colleagues on site. I also stand in for… Show more I joined ASDA Distribution in January 2016 and have been involved in the daily running of the inbound department as well as liaising with other departments in the warehouse to help maintain our operational effectiveness. I have completed a lot of Disciplinary hearings and not afraid to make the tough decisions when required. I have created training documents for the implementation of the new computer system on site and trained and presented these to all colleagues on site. I also stand in for the shift manager when he is away and run the flagship depot in his absence.After such a short time in the industry I have found I have achieved a lot including:• Completion of training manuals and running workshops to train out all aspects of the system• Planning & allocating the work load for shifts in line with operational targets.• Manage a team of 75 colleagues monitoring of absence, sickness and time keeping.• Monitoring staff performance via targets, quality, whilst ensuring motivation and enthusiasm are maintained• Health & Safety management including accident investigations• Intake / out loading management.• Warehouse staff briefing and de-briefings.• Communicate and liaise between intercompany cross functions.• Identify and implement changes were required to ensure best practices are used• Resolve daily issues.• Disciplinary Management Show less

Uk And Abroad

• Managing teams of sizes varying from 3 - 30 personnel• Ensured team members are trained on all IT and communications equipment. • Organise training schedule for new equipment when required.• Daily briefings with all team members to discuss open and new tasks.• Weekly 1-1 meetings with all team members to discuss any issues.• Shift rota kept up to date to cover all duties with backups in place.• KPI’s posted and briefed out to team members with feedback… Show more • Managing teams of sizes varying from 3 - 30 personnel• Ensured team members are trained on all IT and communications equipment. • Organise training schedule for new equipment when required.• Daily briefings with all team members to discuss open and new tasks.• Weekly 1-1 meetings with all team members to discuss any issues.• Shift rota kept up to date to cover all duties with backups in place.• KPI’s posted and briefed out to team members with feedback sessions.• Any technical escalations dealt with in a timely manner to prevent knock on effects at other sites in the UK and the Middle East.• Monitoring staff performance via targets, quality, whilst ensuring motivation and enthusiasm are maintained.• Training guides kept up to date with relevant information.• Identify and implement changes were required to ensure best practices are used.• Disciplined team members when required. Show less

Various Locations In The Uk And Abroad

• Assisted end users in utilising new and existing technology options• Installed and checked hardware and software applications• Responded to email, telephone and help desk support requests in a timely manner• Managed all laptops, desktops, printers and servers across a variety of departments.• Provided end user training on various programmes and procedures• Superior troubleshooting abilities for all for desktop operating systems and software• Run backups and anti-virus… Show more • Assisted end users in utilising new and existing technology options• Installed and checked hardware and software applications• Responded to email, telephone and help desk support requests in a timely manner• Managed all laptops, desktops, printers and servers across a variety of departments.• Provided end user training on various programmes and procedures• Superior troubleshooting abilities for all for desktop operating systems and software• Run backups and anti-virus updates on various systems• Strong customer service skills at all levels Show less