Sam Thèrin Email & Phone Number

Jersey

Jersey

Jersey

Jersey

EMEA Service Desk Manager for CPA Global, supporting teams located over the EMEA and global regions, utilising a follow the sun model.Utilising my previous experience gained working for an outsourced managed service provider, I am able to extend and utilise my knowledge to ensure an in-house Service Desk functions and excels in its daily activities whilst reaching its targets set by the business to ensure consistant deliverable onsite presence required by the organisation.Implementing ITIL framework I am able to develop and grow the service model and its Analyst's whilst achieving maximization in effective resource and costing towards the business to achieve SLA targets efficiently and effectively.Key responsibilities include: - Managing and ordering stock on a regular basis while ensuring Asset registers are updated and maintained- Managing support teams spread over the EMEA region utilising a Follow the sun service model- Setting KPI and SMART objective planning for all members of the Service Desk, local and global based- Ensuring SLA and OLA targets are met or exceeded - Documentation and Knowledge Base Management, ensuring all documentation is up to date and relevant- Communicating new services provided to all support regions, ensuring knowledge is transfered and users are well trained on new support provided- Working with Incident/ Change/ Problem and Transition Managers to achieve deliverables- Management of ticketing system Jira and all add on's included- Reporting analysis of Service Desk progress and regular management updates- Daily/weekly and Monthly management meetings to ensure targets set by the business are meeting required deadlines- Working with third party suppliers to ensure service levels are met- SLA Management - daily reporting/ analysis of SLA's, maintaining the SLA targets set for the business- ITIL best practice model assurance for the business, utilising follow the sun model's

As the Service Desk Manager, I am responsible for the performance of all services & support to clients (internal and external) and ensure that service levels are achieved to ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.Key Responsibilities Oversee all issues reported to IT Services. Manage and coordinate urgent and complicated support issues. Acting Incident Manager for escalation points for all incidents. Develop a mature escalation processes to ensure free flowing escalation and information within the organization is met. Determine root cause of issues and communicate appropriately to internal and external customers.Train and coach Service Desk Analysts, including career development. Oversee staff activities. Build/obtain training material for support staff (internal & external), schedule employees work and monitor/improve performance. Interact with internal and external customers and provide Service Management. Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive ticket trend analysis and develop strategies for improvement following ITIL framework. Make Service Desk the single point for service delivery channel for IT. Monitor and manage incoming tickets (participating in escalated calls as needed). Oversee Solutions repository and ensure top quality solutions are available to the staff. Develop Service and Operational Level Agreements (OLA/SLA's) to set expectations and measure performance. Develop an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.

Jersey, United Kingdom

During my time as a Service Desk operator I handled all 1st line fixes and spoke with clients directly to ensure a resolution for all their IT incidents have been met within the agreed SLA.I worked in the environment as the first point of contact for our client base and thrived on ensuring our clients feel satisfied with the service we had provided.Working within the Incident Management Team we look to improve the way IT is delivered to our clients, and deliver a service that is paramount to the importance of having infrastructure support to ensure all their needs are met and Incidents are resolved as soon as possible, using the latest up-to-date software and infrastructure we can enhance the way we deliver our service and continue to grow and develop as a company.I have experience in multiple software included in my skills section on my page and continue to use a varied range of software from full managed service support, to individual user requests to provide a service that is vast yet achievable.My role as a Service Desk Analyst involved the below processes following ITIL best practice:Problem ManagementIncident ManagementRequest FulfilmentEvent and Access Management I am also a member of our Social Committee at C5 Alliance were we hold regular meetings to plan staff outings and events thus gaining my experience in various areas in Social event planning.

Working as an Operations technician I would work within a team to provide a full managed service to our clients infrastructure, from managing our clients backups to ensuring all software is fully operational the tasks set were varied but very achievable.Operations would also act as a silent 3rd party for our clients to provide a service that would enhance the way our clients use their software and maintain a service to be operational at all times.Using a wide range of technology we can deliver a full outsourcing service to support all our clients needs and optimise the way our service is provided.Having the opportunity to host our clients hardware makes us a very competitive company as we are able to monitor any implications that may arise and ensure that service is continuous and operational at all times.The main role of Operations is to maintain a service that is continuous for our clients and reduce the risks that can often occur in IT.The knowledge base in this area is what makes us competitive and working alongside dedicated individuals with a variety of specialties made this a very enjoyable post for myself.

Jersey, United Kingdom

My time at Vistra was very enjoyable and forfilling as a taster experience in administration, during my time here I carried out a range of varied tasks including Dealing with POA's to Updating our KYC knowledge base and even maintaining and updating our information logging systems when required.This was a truly enjoyable post which continued to progress my experience and skills dealing with confidential information and understanding the importance of our service delivered to our clients.This role really had an impact on my decision to eventually go into the Service Desk environment as I really enjoyed the professional and trouble shooting attitude towards resolving issues that may arise and finding outcomes to increase the values of our service towards our clients.

Jersey

I joined CPA for a short time working as a Data Administrator for the EDE team.Within this post I was responsible for the close monitoring of their systems and AS400 consoles.I worked alongside a small team where a keen eye for detail was vital and administration within the company was our main role to ensure all up-to-date information was recorded and no discrepancies occurred.The role of a data administrator is vital to maintain a service to our clients and reduce any risks for a company, this post helped me progress to understand the importance and responsibility's that arise in a position like this and begin my journey into the knowledge of IT infrastructure.

Level 2 Nvq Return To Study, Maths, Science, I.T, Art

Activities and Societies: Level 2 qualification - Return to Study

Gcse