Steve Binks Email & Phone Number

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.

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.

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.

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.

• 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.
• 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

• 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

Southampton, GB