Robson Sean Email & Phone Number

Quintrell Downs, England, United Kingdom

The focus of my work experience in this role would be in leading and supporting the team of analysts to provide exceptional IT and FM (facilities management) services to staff and students at Kings’ College London. My main responsibilities would include serving as an escalation point for the team, achieving defined service performance KPIs, and ensuring elevated levels of customer satisfaction. Additionally, a significant part of my role is focused on providing first contact resolution, request fulfilment, and problem-solving using diagnostic tools and the responsibilities of my previous role in Kings.During my time here at King’s I have created and developed a range of reports in Remedy Force and Liberty to track average calls, find patterns in ongoing issues and develop tools to monitor the effectiveness of the service desk.

Quintrell Downs, England, United Kingdom

As a member of the service team, I have played a vital role, in the delivery of high-quality support and advice, to staff, students and affiliates, regarding their various IT-related issues on an individual basis. During my time in this role, I have created a web extension (in HTML, CSS and JavaScript) that indexes 1000's self-help articles and tools for analysts to forward to the user that ranges from selecting modules on their student records portal, to printing guidelines on a mac. This system can also generate passwords and store favourite websites, including various other functions. I have also created a new rota spreadsheet that pulls all its data live from the previous system but loads much faster and gives other analysts the option to get their individual month rota's, as well as the current day's staff and shifts which helps assign out tickets, this whole system was built to save time checking these mundane staffing issues. Some of my accountability include: To strive to deliver continual service improvements and proactively suggesting improvements to processes or other areas as identified. Maintaining a comprehensive understanding of the Service Desk Knowledge-base and CMS, using these tools to deliver an unparalleled customer service experience. Responsible for answering telephone calls in a polite and timely manner, whilst achieving agreed call wait levels. Ensure all calls are logged accurately, prioritized and categorized correctly with all relevant information being recorded. Prioritizing workload and escalating high-priority calls to the Service Desk Team Lead, Service Desk Manager or Head of Service Management as necessary.

Social Sciences

Education record