Steve Haslam Email & Phone Number

Buxton, Gb

York / Manchester

• Senior management responsibility for leading the IS Service Operations team, delivering frontline support services to 6000 internal Arriva Rail North employees across the North of England.• Accountability for all Service Operations policies, processes and procedures, including Incident/Problem Management and Request Fulfilment.• Delivery of period KPI performance statistics and analysis.• Stakeholder and supplier management.• Contract management.• Service level management.• Service delivery and Service improvement.• Responsible for IS Communication Strategy.• Responsible for IS team training and development.• Responsible for Service Transition activities.

York / Manchester

Managing a medium sized team that provides 1st and 2nd line support to a user base of over 5000 users. This entails providing support, conducting personal development reviews with each member of my team. I also provide periodic reports that are presented to the Head of Information Services and other managers within the department. As part of the role I have built and maintained a good working relationship with key stakeholders within the business and third party suppliers.

York

As Senior Technical Support Analyst, I was the escalation point of contact for the IT Servicedesk. I also conductors periodic 121's with the Servicedesk team to evaluate performance and areas for improvement.

York, United Kingdom

Providing 1st / 2nd line support either over the phone or as part of visits.

Wakefield, United Kingdom

While at Balfour Beatty i provided 1st/2nd Line support for customer over the phone and also as deskside support.I also actively monitored the 'Backdesk Queue', this is a functional desk that any difficult call thats cannot be resolved at 1st line level go to for more in depth diagnosis. On top of both these job roles i also the Deputised for the Incident Manager, i did this job role when the full time incident manager was off, this role involved monitoring the worklists of all the support teams, actively owning any high priority incidents and security breaches which occur, delegating staff to ensure the quickest possible resolution, liasing with Business Systems Managers and also directors, arranging ECABS for the Infrastructure team to complete the work they are required to do.

I provided 1st and 2nd Line support to over 1000 users in the Government Office.

I would ensure Fujitsu customer contracts are fulfilled by ensuring engineers are able to repair technical equipment within agreed timescales. This would involve ordering of spares, scheduling engineers and most importantly, keeping the end user (customer) informed of the progress of their fault log