Shane Jamieson-Franks Email & Phone Number

Ballito, Kwazulu-Natal, South Africa

1. Planning and Strategy:o Before establishing the service desk, thorough planning was essential. This involved defining the scope, objectives, and key performance indicators (KPIs). I assessed the specific needs of the organization and the International market before deciding that South Africa market was the most suitable.o Strategic decisions were made regarding the service desk’s structure, staffing, and technology stack. Considerations included, the level of support offered, and the tools required.2. Location and Infrastructure:o Identifying suitable office spaces was crucial. Factors such as accessibility, cost, and proximity to transport links played a role.o Procuring necessary hardware involved acquiring computers, phones, network equipment, and other technology. Ensuring reliable internet connectivity was also a priority.3. Staff Recruitment and Training:o Hiring staff with the right skill set was pivotal. o Training programs were designed to equip employees with product knowledge, communication skills, and problem-solving abilities. This ensured consistent service delivery.4. Expense Management:o Managing office expenses involved budgeting for rent, utilities, equipment maintenance, and supplies.o Timely handling of staff invoices ensured smooth financial operations.5. Challenges and Excitement:o Creating a remote service desk came with challenges, such as cultural differences, time zone coordination, and adapting to local regulations.o Despite these hurdles, the opportunity excited me. It reflected the company’s growth and commitment to providing excellent customer support.

Falmer

Falmer, East Sussex

I provide our users with excellent customer service and first time fixes for hardware, software and mobile platforms. Due to our ever changing requirements for hardware, I assist and create new image and builds for these with an emphasis on thorough testing and first time success on deployments. Lets get it right, the first time. Work smarter.

East Sussex

Burgess Hill

Management of a 24/7 shift, point of contact for account leads during day shifts ensuring availability and customer service are attained. Staff management, 1 to 1, reporting but to name a few.

Service manager for Weald IT Ensuring technicians and clients are aware of service levels, handling any customer queries and complaints. Empowering staff improvements, assessing staff needs and arranging required training and improvements through Performance review processes, weekly staff and management meetings to ensure company updates are communicated.. Dealing with incidents and problems raised by clients relating to service improvements. Creating and modifying processes to ensure continuous improvement

Brighton, United Kingdom

Service Desk Manager in G2support, Managing the service desk and staff. Ensuring technicians and clients are aware of service levels, handling any customer queries and complaints. Empowering staff improvements, assessing staff needs and arranging required training and improvements through Performance review processes, weekly staff adn management meetings to ensure company updates are communicated.. Dealing with incidents and problems raised by clients relating to service improvements. G2 Support specialize in server, workstation, network, VOIP and cloud support. We are also re-sellers of Google Apps, RUCKUS wireless technology, Dreytek Re-seller, offsite backup and storage.

professional customer service based support in a multi-site environment on site and through SMS and GOTOASSIST remote control software. We are also responsible for liaising with other teams to get calls resolved that cannot be done remotely. Supported Desktop PC’s, Laptops and Printers are all Dell, Canon, Ricoh and HP. It is also my duty to evaluate and approve any new Hardware and Software for Rok use. I am 1st and 2nd line support for old and new blackberry's including new user and device config and authoriser for new purchases. I created the Rok 1 touch image for the company using VB scripts and Batch files to run and install required software or hardware configs.

multi-site support environment including overseas support to Germany, Spain, France, Italy and Netherlands. This included phone support and remote desktop support.

A Level, English, Science, Maths, Technical Design( Drawing)

Matric = A Level