Stuart Smith Email & Phone Number

Greenock, GB

• Use ITIL-based processes to identify and remove errors impacting client operations, delivering productivity gains and cost savings as incident volumes decrease. Where errors cannot be fully removed, Problem Manager.
• Carry out regular trend analysis on a six-month data set to identify errors
• Manage the full life cycle of problem records
• Creation of Problem Management process
• Maintain known error records
• Assist with shift left opportunity identification

Inchinnan

• Use ITIL-based processes to identify and remove errors impacting client operations, delivering productivity gains and cost savings as incident volumes decrease. Where errors cannot be fully removed, the Senior Problem.
• Carry out regular trend analysis on a six-month data set to identify errors
• Manage the full life cycle of problem records
• Deliver double digit reductions to incident volumes for supported accounts
• Maintain known error records
• Assist with shift left opportunity identification

Robroyston

Responsible for delivery of ITIL aligned JLL incident and problem management function ensuring service level and key measure obligations are met. Process owner and escalation point for incident and problem management service ensuring a systematic approach to incident recovery and problem investigation. Accountable for day to day management of incident and.

Manage all Sev 1/2 incidents affecting in scope regions for the clientManage resolution of incidents via internal and external resolver teams (assigning actions and escalating when required)Proactive progression of command centre high impact alertsCommunicate all high impacting incidents to key stakeholders, Initiate Bridge Calls, email communication and.

Greenock, Inverclyde, United Kingdom

Manage all Sev 1/2 incidents affecting in scope regions for the clientManage resolution of incidents via internal and external resolver teams (assigning actions and escalating when required)Proactive progression of command centre high impact alertsCommunicate all high impacting incidents to key stakeholders, Initiate Bridge Calls, email communication and.

IBM Greenock

Respond to customer telephone or email requests about product use, technical issues or installation problemsWork out the problems from the information provided, giving the customer clear step by step instructions on how to solve the problemProvide remote application support for customers using various applicationsInstall, set up or upgrade new software and.

IBM Greenock

Training of new staffCustomer serviceDispatcher (monitor incoming work and dispatch to agents)Prioritize inbound/outbound callsManage Severity 1-2 issues effectivelyEscalations managementPerform quality checks/ feedbackUpdate/ Maintaining Knowledge databases Reporting

IBM Greenock

System update (inventory control)Microsoft office (Word, Excel and PowerPoint)Inbound / outbound calls to suppliers / couriersOrder prioritizing / trackingStock OrderingAssign Task dutiesChair 1-2-1 meetingsSchedule shift breaks/holidaysReporting of findings to PM (eg stocks/defects)