Tim Patrick Email & Phone Number

Sunbury-On-Thames, Gb

Guildford, United Kingdom

Putney

Feltham

Lead the IT Helpdesk to achieve objectives based on customer engagement and service.Management of hardware and end user systems access requests exceeding agreed service levels.Implemented pro-active internal audits of team processes to ensure both compliance to required controls and to implement continuous service improvement.Highlight and develop talent within the business.Assist in the transformation of a poor performing service team into one that exceeds its objectives and expectations.Exceed business agree service levels month on month for both the incident and request processes.Experienced in ‘under performance’ management, having taken the lead in a number of HR cases.

Feltham

Provide employees with single point of contact for incidents using great communication through several channels.Log incidents with sufficient information while providing exceptional customer service.Be responsible of incidents and see them through to resolution within agreed SLA.Achieve individual incident logging and closure stats.Undertake site visits to regional offices (IT Clinics).Manage end user systems access request process (RBAC) Service.Support applications where required (Windows XP, Windows 7, Office 2010 and 2013, Active Directory, CRM, Lotus Notes, iSeries, Telephony System (DX Terminal), LanDesk (Helpdesk ITIL tool).

Feltham

Monitor the productivity of Audit/Survey team in line with agreed targets.Effectively allocate audit/survey visits to minimise travelling expenses, mindful of appropriate risk management.Ensure cancelled audits are monitored and charges are applied.Maximise utilisation of resources ensuring that waste is minimized.Assist with the collation of weekly and monthly management information.Assist with ad hoc risk projects, as requested by the Head of Portfolio Risk.Assist Team Leaders in decision making and leading the department with control of resources.

Walton On Thames

Delivering effective training for Cheque Processing and Bacs Processing.Actively participate in the delivery of a fit for purpose, professional ledger service.Assist in the training of employees to meet their objectives.Develop and maintain successful relationships with other departments.Perform against individual and team targets to ensure a high level of service and customer satisfaction.Actively participate in team activities and commit to achieving objectives.Demonstrate and strengthen understanding of the Corporate Markets’ values and embed them in all activities.

Timely and accurate processing of remittances to maximise Client availability.Accurate identification, allocation and reconciliation of cheque payments to maintain service levels and minimise known RBS IF risk exposure including fraud prevention and detection