Simon Thompson

Experience

• 

  St James's Place

  Jan 2002 - Jan 2002

  Mortgage Broker
• 

  Alexander Hall

  Jan 2003 - Aug 2003

  Mortgage Administrator

  Managing Mortgage and Life Insurance accounts for 5 Key Broker’s within the firm.Gathering necessary information from clients to enable their applications to complete on time.Discussing new business with lenders and arranging further consultations with clients.Meeting tight personal deadlines the Brokers set to achieve incentives.

• 

  Platform Home Loans

  Aug 2003 - Jun 2012

  IT Service Desk Operator

  1 of 3 Technical service desk analysts responsible for supporting over 200 users on site and remotely including high level executives in all areas of business including Software & Hardware.

• 

  Selection Services Ltd.

  Jun 2012 - Oct 2015

  Currently managing the day to day running of the desk including 20 staff, I’m responsible for Holiday, Sickness & Shift Rotas. Team & Nuffield Escalation point for complaints and advance queries. Creating training guides and ensuring version control is in place. Conducting team appraisals, audits & probation reviews. Major incident handler for P1/P2 outages, and providing updates and final analysis of the issues. Producing Daily/Monthly statistics from Call Logging, Answering & Resolution. Communicate upcoming changes relayed from CAB which I attend weekly. Review and address positive/negative feedback provided by the customer. Constantly looking at ways to improve processes and overall service. Show less

  • Service Desk Manager

    May 2014 - Oct 2015

  • 2nd Line Technical engineer / Team Leader

    Jun 2012 - May 2014
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  British Heart Foundation

  Oct 2015 - Dec 2018

  Service Desk & End User Services Manager
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  Imperial College London

  Apr 2019 - now

  • IT Service Management Analyst

    Feb 2021 - now

  • Service Desk Manager

    Apr 2019 - Feb 2021