Rob Selby Email & Phone Number

I currently work as a Service Analyst for NHS Digital. My current assignment is within Service Management for GP Data where I help provide Governance and Operational support to specific services within this remit. I am currently the primary point of contact for a specific service within the team, reviewing documentation and providing feedback. I also help provide direction and guidance, make decisions and handle escalations for the service supplier. I am also responsible for reviewing monthly performance against Service Level Agreements, I regularly hold service reviews and produce internal reporting for that service. I also regularly attend monthly Operational Board Meetings to discuss the month's service performance. During the financial year end of 18/19, I assisted in the planning and delivering of the Live Quality Outcomes Framework (QOF) which helps the NHS decide how to pay GP Practices. The extract and calculation of this data from GP System Suppliers helps facilitate total payments of over £700m within the NHS. Within the last year, I was responsible in the team for meeting with external auditors, walking through processes and providing evidence for our annual audit. I also regularly review processes and produce guides/training material to help cross skill the team, as well building on my own knowledge by shadowing colleagues and learning from them. We practice agile working within the organisation and I regularly chair stand ups and undertake sprint reviews as well a working within internal DevOps teams. During this role and previous assignments at NHS Digital, I have worked with a number of external suppliers. I have also had the chance to work with other national NHS organisations and have had exposure to different areas of the NHS. Previously I was assigned to Major Incident Management and helped facilitate resolutions by liaising with a number of different internal and external stakeholders.

Derbyshire With Nationwide Travel

Working in an ITIL environment, my most recent role included defining and maintaining processes for how users can access, request and change IT services. I administered ITIL Processes and made sure they are regularly reviewed. I also managed user escalations with vendors, monitored performance of vendors against SLA’s and carried out reporting to highlight different aspects of certain services. I was also responsible for Problem Management where I reviewed problem records with vendors. This saw an 84% closure rate of problem records which in turn resulted in a large decrease in incidents. My role also included IT Asset Management for both hardware and software, where I performed audits on licenced assets to ensure legal compliance. I also carried out various other audits to make sure we were compliant by our own policies such as Access Management. More recently I took part in a project to help migrate users and services. Here I was responsible for scheduling, contacting and planning the user Active Directory migrations along with managing a number of contract engineers around the country.

Sheffield, United Kingdom

For this role I worked as a Service Desk Analyst for a national Specialist Construction Supplies company. I worked in an ITIL environment and took support calls made to the Service Desk. I also responded to emails/self-service tickets and took part in Project Work. This included working with Active Directory, Windows 7, XP, MS Office, POP3 and Exchange. I also supported bespoke software and mobile devices including Blackberry and Apple products. I also helped support numerous projects including ERP and Electronic Proof of Delivery. I helped script out training documentation and other support material to help the team, users and third parties to improve their knowledge. Towards the end of my employment here, I took on more responsibility including being an escalation point for the business for IT issues, Incident Management, Problem Management, Change Management and High Priority communications to the Senior Management Team as my role evolved into IT Service Management.

Sheffield, United Kingdom

I worked within a Service Desk on a major client site in the financial industry as 1st Line Support, Engineer Co-Ordinator and 2nd Line Support. The Service Desk provided print support for all the clients’ UK employees. During my 1st Line role, my responsibilities included answering calls on the Service Desk and also managing the team inbox. This could range from guiding users through certain tasks to offering remote assistance for more technical issues, escalating to other teams where necessary. As an Engineer Co-ordinator, I completed more in depth troubleshooting into printing hardware problems with users and engineers. I liaised with third party contractors to schedule engineer visits and also arranged delivery/collections of parts.I was then promoted to 2nd Line where my tasks included investigating more complex incidents raised by 1st Line. I also helped out 1st Line by answering their queries and taking phone calls on the Service Desk. I also took part in senior team meetings that reviewed KPI’s. During this role I supported certain aspects of Windows XP, MS Office, Windows Server 2003/2008 and Citrix. I also helped with issues that arose from the ongoing deployment of Windows 7 and I administered bespoke software / databases used by the Service Desk. Throughout all roles, I also helped train other team members and created training materials/guides to help people though certain processes. I had 3 roles in this company throughout which shows my ambition and that I can perform well at different levels.