Robin Woolridge

Experience

• 

  DXC Technology

  Nov 2000 - now

  Oversee operations for an Account Technical Service Desk Level 1 and 1.5 team of over 250 employeesCultivated and have maintained a trusted relationship with our client.Ensure Service Desk is delivering quality service and is meeting all KPI’s and SLA’s. Provide leadership and direction to the Service Desk.Meet with client and DXC Leadership regularly to review reporting on metrics, continuous improvement opportunities, receive and provide feedback. Escalation point of contact between Service Desk and the client.Oversee staffing levels, service desk spending, and identify areas for efficiencies. Show less -Oversee daily operations of level 1 helpdesk. - Ensure monthly SLA’s and KPI’s are met- Identify and mitigate potential negative volume impacts- Analyze Service Desk metrics, recognize trends and provide ad hoc reporting as needed- Identify opportunities for efficiency, automation and continuous improvement opportunities for the Service Desk and implement solutions- Ensure Service Desk is prepared for new support roll outs or process changes- Perform RCA’s as needed- Ensure staffing levels are met for required productivity, including interviewing, hiring of both direct hire, and working with external staffing vendors Show less

  • Service Delivery Manager

    Nov 2019 - now

  • Operations Manager

    Jul 2009 - Nov 2019

  • Help Desk Supervisor

    Apr 2005 - Jul 2009

  • Escalation Specialist

    Apr 2004 - Apr 2005

  • Customer Service Representative

    Nov 2000 - Mar 2004