Scott Mccarthy Email & Phone Number

Chelmsford, Gb

Remote

England, United Kingdom

London, United Kingdom

Fully outsourced to client site as IT Service Delivery Manager for Advanced 365 biggest customer accountable for the end to end delivery of the Managed IT Services contract.- Adherence to ITIL aligned process- SPOC for the client as well as MSP- Ownership for driving internal teams to deliver on SLA’s/KPIs- Management of the CSIP- Creation of the Weekly, Monthly, and Major Incident Reports as well as bespoke reporting upon request- Facilitating and presenting to IT… Show more Fully outsourced to client site as IT Service Delivery Manager for Advanced 365 biggest customer accountable for the end to end delivery of the Managed IT Services contract.- Adherence to ITIL aligned process- SPOC for the client as well as MSP- Ownership for driving internal teams to deliver on SLA’s/KPIs- Management of the CSIP- Creation of the Weekly, Monthly, and Major Incident Reports as well as bespoke reporting upon request- Facilitating and presenting to IT Leadership personnel at contractual service reviews- Managing escalations from the Client through to completion Show less

London, United Kingdom

• Managing and maintaing the teams and my individual call queue• Triaging tickets evenly throughout the team • Being the first point of escalation before the Desk Side Assist Manager• Attending Weekly/Monthly service reviews• Managing a daily conference call with the team highlighting any announcements from the business or customer• Creating processes and runbooks for the team to ensure that knowledge and information is distributed. • Co-ordinating team training and… Show more • Managing and maintaing the teams and my individual call queue• Triaging tickets evenly throughout the team • Being the first point of escalation before the Desk Side Assist Manager• Attending Weekly/Monthly service reviews• Managing a daily conference call with the team highlighting any announcements from the business or customer• Creating processes and runbooks for the team to ensure that knowledge and information is distributed. • Co-ordinating team training and assisting with individuals own progression• Assisting in the recruitment process from interview through to induction/training• Maintaining team shifts and site visits. • Managing Hardware and software issues for user’s onsite with a face to face approach.• Providing end user training/education with regards to technical information• Ensuring that there is one centralised Asset register for Audit purposes. Show less

London, United Kingdom

• To provide 1st line technical support; answering support queries via phone, email and call tracking system• To take ownership of user problems and be proactive when dealing with user issues• To log calls on the call tracking system• To respond to queries from clients and help resolve any hardware or software problems• To maintain a log of any software or hardware problems detected• Support users in the use of computer equipment by providing necessary training and… Show more • To provide 1st line technical support; answering support queries via phone, email and call tracking system• To take ownership of user problems and be proactive when dealing with user issues• To log calls on the call tracking system• To respond to queries from clients and help resolve any hardware or software problems• To maintain a log of any software or hardware problems detected• Support users in the use of computer equipment by providing necessary training and advice.• Escalate more complex calls to the relevant support teams.• To update/create knowledge databases with new procedures and fixes.• Liaising with other resolver groups in order to resolve high priority incidents.• Articulate technical terminology to a non-technical user.• Providing remote support and resolution to users that need urgent assistance. Show less