Developing and maintaining XMA's Ivanti Service Desk solution to meet bespoke requirements of a managed services provider.Responsible for Process changes, Solution design, Customer on-boarding and development of the X-Desk Managed Service Desk platform which has been customised to allow Multi-site external customers to securely utilise the solution.Creation of isolated ITSM instances for high profile bespoke customer requirements

IT Service Management ConsultantResponsible for Installation, Configuration and Support of the LANDesk ServiceDesk platform.

Managing a fast paced Service Desk team whose offerings include:• User and system administration services• Escalated Support• Pro-active monitoring• Remote Management of infrastructure and services• Predictive failure monitoring• Remote Control• Release and patch management• Asset Management• Hardware Maintenance requests• Third party management• Full Managed Service• White label support service to device vendors Personal experience within this role include:• Working as part of the Service Delivery team implementing and delivering ITIL aligned functions including:o Incident Managemento Change Managemento Problem Management o Service requesto Asset Managemento Service Transition • Management and design of processes within the industry recognised LANDesk toolset• Working with customers defining toolset requirements• Generating both scheduled and ad-hoc MI Data• Team management including the setting of smart objectives, performance improvement, absence management, identifying training requirements, on boarding of new customers• Delivering service to defined KPI’s in line with both customer SLA and internal OLA • Team capacity planning and resource model building• Multiskilling of Service Desk resource to meet business requirements• Working in partnership with other areas of the business identifying improvements in line with ISO 9001 (Quality), 14001 (Environmental) and 27001 (Security) accreditations.

Responsible for a team of up to 22 individuals in both Tier 1 and Tier 2 roles.Responsibilities include:Performance managementReporting using Excel, Cognos (Impromptu) and creation of ASP dashboardsIndividual disciplinary issuesRecruitmentTeam meetingsResource planning and schedulingassisted in Implementation of new VoIP solutionProcess writing and implementation adhering to ITIL standardsSecondment to onsite management role for a month due to Project issues on a new contractDuty manager on rotation (dealing with major incidents and customer escalations)Carrying out work for last minute business requirements in a fast paced environment.

Managing and resolving incidents entering the Service Desk via the following workflows:EmailTelephoneWeb EnquiryProactive alertsThis included the following:Managing and resolving incidents that were either at Desktop or infrastructure levelManaging service requests in a timely fashionRaising requests for a change - where necessary to complete either of the aboveRaising procurement requests with the relevant departmentsAttended monthly service reviews for one specific client including managing specific service improvement for that

Responsibilities included:Managing users and computers in a fast paced educational environmentInvolved in the setting up of temporary satellite sites (while a new building was being constructed)Given responsibility for one of the remote sites due to business requirementsRotation of backup tapesSupport of all users including staff and students within the academyManagement of web filtering solutions (Websense)Active Directory administration and user administration of Exchange 2003Management of the Sophos antivirus solutionReimaging of equipment over half terms and adhoc where necessaryRepair of Toshiba hardware as a Certified Toshiba engineer.