Jesper Jespersen

Experience

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  Ementor

  Mar 2001 - Dec 2006

  Manage the service level and quality delivered to all team in APMoller Esplanaden Copenhagen and location nearbyEnsuring that all incident/service requests are handled correctly for 2000 usersDelivery hardware and installing software to end-userCoordinate and manage10 Servicedesk employeesReport on the daily operation to Account support manager Providing first level IT SupportInvestigations and qualification of incident to hand over to 2 level support or resolutionHandle all received service request and follow agreed procedureCommunication of major severity incidents to customer IT and end-userWorking closely with all operation team to resolve issue within SLA and provide best possible support to Atea customer Have close relationship with customer IT and agree of action on end-user surveys

  • ServiceDesk Onsite Manager

    Feb 2004 - Dec 2006

  • First level IT Supporter

    Mar 2001 - Jan 2004
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  Topnordic /Atea

  Jan 2007 - Apr 2011

  Incident Manager

  Incident Management process ownerDeveloping and maintaining the Incident Management process and procedures.Monitoring and driving the efficiency and effectiveness of the Incident Management process and making recommendations for improvementManaging and coordinate resolution of Major IncidentsDeveloping and maintaining the Incident Management systems (Remedy/POB)Managing the work of Atea outsourcing incident support team Producing management information/documentation to vendor monthly reportCoordinate and hand over resolved incident and ensure quality and documentation to Problem Management to have RCA Show less

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  Carlsberg Group

  May 2011 - Jun 2017

  Senior Consultant Incident Manager

  Senior Consultant with GBS Incident ManagementIncident Management process ownerDeveloping and maintaining the Incident Management process and procedures.Monitoring and driving the efficiency and effectiveness of the Incident Management process and making recommendations for improvementManaging and coordinate resolution of Major IncidentsManaging the work of Carlsberg incident support team Managing and coordination of vendor support Teams.Producing management informationDeveloping and maintaining the Incident Management systems (Service Now)Coordinate and hand over resolved incident and ensure quality and documentation to Problem Management to have RCA Show less

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  NETS

  Jul 2017 - Jan 2019

  Incident Manager
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  LEO Pharma

  Feb 2019 - Dec 2020

  Global Incident and Problem Manager
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  GN Group

  Dec 2020 - Feb 2024

  PO Global Incident and Problem Manager at GN
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  Novo Nordisk

  Mar 2024 - now

  Major Incident Manager