Ryan Walker Email & Phone Number

Wellington & Wairarapa, New Zealand

Responsible for the end to end delivery of Managed Services into the Transpower and Housing New Zealand accounts.Responsibilities:• Facilitating internal support teams with various requests• Escalation point for any customer services issues• Managing customer expectations and perceptions• Incident reporting• Identifying new opportunities for growth on the Transpower and HNZC accounts• Facilitating support teams with service improvement via Service Improvement Plans• Facilitating risk, issue and problem meetings

As the Service Desk Team Leader of the Transpower Account I was responsible for the day to day management of a 6 person team. Key aspects of this role were ensuring service levels were met and customer satisfaction remained high.Responsibilities:• Roster/Resource Management• SLA Reporting• Daily/Weekly/Monthly Reporting• Attending Client/Third Party Meetings• Escalation point for anything Service Desk related• Driving Team Meetings and 1-1 meetings with staff• Performance Reporting• Investigation and resolution of customer complaints• Compiling and distribution of the Customer Satisfaction Survey• Improving Incident Management Processes on the Transpower account• Ensuring a high standard of customer satisfaction is achieved every month• Identify and resolve process gapsAchievements and skills gained:• Awarded the GM Foundation Award for Excellence in Lifting SLA Performance and Customer Satisfaction• Lifted SLA achievement for the Service Desk by 43% in the first 3 months• Hiring contractors and permanent employees• I was involved in the transition of the new contract for the Transpower account.• Built strong relationships with customer and Fujitsu management

As a Service Desk Analyst I was responsible for answering the phones and logging emails within the giving SLA times. I was also responsible for providing Level 1 support and resolve incidents and complete service requests where I could. After proving my capability I was giving more responsibility as the 2IC for the Transpower Service Desk where I became responsible for much of the reporting and management of the Service Desk in the Team Leaders absence.

Bachelor Of Information And Communication Technology

Certificate For Advanced Computer Users (Level 4)

School Certificate, Higher School Certificate