Thomas Erzen Email & Phone Number

City Of London, England, United Kingdom

London, England, United Kingdom

London, England, United Kingdom

London, England, United Kingdom

London, United Kingdom

London, United Kingdom

London, United Kingdom

London, United Kingdom

London

• Responsible for the day to day management of the team e.g. managing rotas to ensure the right level resource, motivating the team to maximize their individual and team performance, ensuring processes and procedures are.
• Manage monthly 1:1 performance meetings with the team. Maintain objectives and development plans for all staff to maximize their potential.
• As part of the IT Service Management team responsible for the delivery quality customer service within AG.
• Be a point of contact and actively manage complaints and escalations.
• Produce KPIs for use within the team and with customers/stakeholders/colleagues.
• Manage own call queue as part of the team. Resolve calls and be seen as the technical expert within the team.Be part of the Out of Hours rota and in time part of the Major Incident on call team

London, United Kingdom

Staff Appraisals Resource Management Staff Development and Training Communications e.g. team meetings, 1-2-1’s Relationship Management including: Point of contact for escalation from Analyst level to Service Desk Manager Maintain close working relationship with the Service Desk Manager During peak periods, assistance in call handling, logging, diagnosis.

London, United Kingdom

• Support user base of 200 on site and over 4 other offices (HK,New York )
• PC and Laptop builds and imaging
• Ad account creation and administration (group policy admin)
• Troubleshooting and resolving any software and hardware issues
• Configuring Blackberry’s and BES Administration
• Email account, public folder,mailing group creation and administration in Exchange 2003-2010

London, United Kingdom

• Support and actively working on a GMU project(Global Microsoft Update to Windows 7)
• Developing new processes and ensuring successful implementation
• Creating documentation for IT Resources Database
• Support user base of over 2000 (on site) and various business guests
• Managing the Service Delivery Remedy queue (assigning calls to my team, dealing with VIP’s)
• Configuring Blackberrys and BES Administration

London, United Kingdom

• Assisting the team leader with the management of the team
• Acting as Deputy team leader in his absence which included supervising the workflow in the Remedy queue, making sure that calls were dealt within the agreed SLA
• Providing support and training to other members of the team
• Ensuring that cases were escalated to the appropriate teams (networks, operations) and regular updates passed to the team and business
• Contributing towards meetings regarding ongoing projects within the IT and the business
• Attending weekly meetings with newspaper editors regarding their business support needs, analysing and allocating staff to fulfil those needs