Trudi Andersson Email & Phone Number

Brighton, VIC, AU

Melbourne, Victoria, Australia

Port Melbourne, Victoria, Australia

Melbourne, Australia

• Providing ITSM expertise, including:
• ITSM Process development
• Client engagement and project support

• Providing on-demand ITSM expertise for external clients, including:
• Delivery of specialised training to clients, covering both ITSM process and related technologies.
• ITSM Process development
• Client engagement and project support

Melbourne, Australia

• Member of a global, multi-site team providing support to customers across all areas of the IT infrastructure

Melbourne, Australia

• Specialist in Service Management:
• Provision of guidance and support in evaluating and improving the quality of services and overall maturity of ITSM within Asia.
• Responsible for Service Management (ITIL based) governance, process improvements and deployment, training delivery and provision of local and regional affiliate support.
• Developed and monitored SLA's and OLA's for Asia-centric services.
• Monitored and reported upon Service Level Management targets and achievements.Highlight - Core project team participant in global implementation of Service-Now, including upgrading relevant processes, providing.

The global ITSC Service Desk was a dynamic team of 25 individuals, including 4 Team Leaders, responsible for day-to-day operations and providing 1st level support services to customers 24 x 7, 365 days per year, ensuring that service levels were achieved in line with contracts and customer expectations.Individually responsible for a team of five IT Support.

Melbourne, Australia

Manage the performance of services to customers (24 x 7, 365 days per year), ensuring that service levels are achieved. Single point of contact for all incidents raised requiring support from or for PMI ITSC.

Customer Service/ Help Desk Coordinator - effective management of customer issues and complaints, travel help (ticketing queries for travellers o/s, reroutes/credit, etc).