Steve Binks Email & Phone Number

Wallsend, Gb

Newcastle Upon Tyne, Gb

Gateshead, Tyne & Wear, Gb

Leeds, Gb

London, Gb

Job title changed to current Head of IT Operations due to an internal decision to bring ‘Head of’ staff inline for continuity Head of IT Operations with overall responsibility for all operational teams including Service Management, Infrastructure, Applications and IT Training.Providing strategic leadership to a diverse and effective team to encourage innovation while maintaining security and integrity of all aspects of IT across the estate

London, Gb

Head of Service Management department primarily engaged in ensuring best practice in IT Support, Change Management, Problem Management, IT Asset & Software Management and IT Training.Fully developed and transitioned an Incident Management & Escalation processes while driving change in existing processes while delivering new services such as IT Self Service, digital support enhancements and standard change into Change Management process.Mentor & coach to various teams from 1st Line Support through to Team Leader & Manager level.Experienced in building Service Management functions from the ground up and also getting the best from existing teams

London, Gb

London, England, Gb

Managing a team of 13 engineers ranging from 1st Line to 3rd Line and including a field engineer for site visits. Every employee in the business other than the MD and his PA are under my direct management. Full operational control over Helpdesk day to day running.Completely revamped processes and procedure for the Helpdesk leading to massive efficiency improvements in all areas of the business.Act as a point of contact for current and prospective clients including escalation of support issues and resolving difficult situations.Manage internal and external SLA's producing reports and metrics for the MD and also clientsManaging full network, AV and Server checks for over 60 clients and over 1500 individual usersCreate and manage training plans for all members of staff

Managing the day to day workings of the service desk, involved in all aspects of recruitment, planning, coaching and training.Lead a team of 14 direct reports, ensuring their career development though coaching, performance reviews and regular 1 to 1s.Answer to customers and business partners, ensuring SLAs and OLAs are adhered to. Act as an escalation point for all queries, from customer complaints to technical inquires. Experience with several service management tools including Assyst and Service Now.Created the training plan and manual and deliver training for Ladbroke's EPOS solution. Provide 1st line support across everything from servers to desktops, VOIP to audio visual, AD to EPOS.

• Following on with many of the aspects listed under my role as Service Desk Analyst• Additionally: Receive, resolve, allocate and manage calls as they come in to the Service Desk• Incident Management on a daily basis ensuring sufficient troubleshooting has been completed by analysts before escalating to the relevant resolver group. This includes ensuring standards of incident ownership are followed by all analysts on the Service Desk.• Train new staff and build relationships• Take responsibility for the resolution of incidents and requests within the team.• Allocate and chase closure on calls passed to support teams• Open and close the Service Desk when required and meet all Service activity targets.• Follow processes to ensure that a high quality of service is provided to both internal and external customers.• Awareness of key IT activities in all regions.• Day to day management of the Office IT infrastructure – including: providing remote desktop support of 2000 employees in head office and all across the country.• • Writing of 1st line training documentation for the service desk including Ladbrokes Electronic Showboard, Avaya VOIP phone, etc.• Training and Support of eCommerce• Incident Management in line with ITIL recommendations, keeping the business updated with current and ongoing incidents.• Created and Maintained a Holiday Request Site to allow Analysts to make requests for holiday on a digital media and allow instant access to holiday availability.• Maintained the Staff Rota.Have aided Team Leaders and Service Desk Manager in the day to day running of the Service Desk, while still ensuring that all objectives are met as a Service Desk analyst. Have advised and guided Service Desk Analysts both in professional and personal aspects to ensure they work effectively and understand the systems supported.

• Role includes Logging, categorising and prioritising incoming calls and emails, ensuring quality and consistency of information• Supporting both Shops and Office based Employees• Investigating, troubleshooting and resolving 80% incidents at 1st line• Assigning incidents and requests to IT Support Technicians and other support teams• Remote software installation and troubleshooting• Hardware troubleshooting• User administration within Active Directory• Updating of asset information in a timely manner• Escalating service issues to appropriate third line teams and departmental managers• Communicating with users, team colleagues, third line support teams, suppliers and clients• Responsible for contributing to the continual improvement of IT Service Desk processes• Involved in several Projects on the desk, providing training and documentation - Installation and standard troubleshooting for VOIP (AVAYA) network in shops, E-Gaming Handover• Supported: Windows XP, 7, 2000, Microsoft office based applications. Aiding Shop staff with any technical faults, attempting to resolve this issue first hand in a timely manner and ensuring the issue is escalated to the appropriate services if necessary. Headed up several projects that have been brought to the desk to be the first point of contact for technical

Southampton, Gb