Experience

• 

  Pxp

  Mar 2006 - Feb 2016

  My duties for this role include managing performance and being directly responsible for a team of 8 Service Desk Analysts whilst ensuring the highest levels of customer service are achieved and maintained both during and out of office hours.Further duties within this role include:• Providing 24/7 out of hours support for the Service Desk Analysts• A 24/7 point of escalation providing support for Servebase products and services within the fixed service agreements• Ongoing reviews of the quality of Service provided by the Service Desk and individual team members.• Provide expertise for difficult, complex or sensitive customer issues• Manage staffing levels through holiday allocation, sickness cover etc.• Ensuring PCI procedures are explicitly followed and adhered to across the Service Desk• Organising training and knowledge sharing sessions of new products/enhancements to ensure the Service Desk are up to date and ready to support all Servebase products.• Liaising with development and QA teams in relation to bug fixes and additional product functionality• Contingency for the installation engineers which involves travelling to customer sites across the UK Show less Leader of a team of four which involved shift rotation to provide 24/7 support to ensure excellent customer service was delivered at all times to a global client-base. This position involved working between usual 9-5 office hours to unsociable day/night shifts on an 8 week rotation whilst managing scheduled checks and customer queries amongst the team.I also provided contingency to our installation engineers which involved travelling to customer sites across the UK and installing Servebase products Show less

  • Service Desk Supervisor

    Sept 2011 - Feb 2016

  • Senior Service Desk Analyst

    Jun 2009 - Sept 2011

  • Service Desk Analyst

    Mar 2006 - Jun 2009
• 

  Pxp solutions

  Feb 2017 - Feb 2021

  Service desk manager
• 

  Pxp financial

  Dec 2019 - Jan 2022

  • Group Support Manager

    Feb 2021 - Jan 2022

  • Zendesk Administrator

    Dec 2019 - Jan 2022
• 

  Enfusion

  Nov 2021 - now

  • Associate Vice President, Global Service Delivery Manager

    Jan 2025 - now

  • Global Service Delivery Manager

    Aug 2023 - Jan 2025

  • Corporate Application Support Team Lead

    Nov 2021 - Aug 2023