Luke Spiller

Experience

• 

  Debenhams

  Dec 2006 - Aug 2014

  Appointed to a newly created team, with the objective of converting ICT Systems practices to an ITIL based approach as well as developing a detailed reporting functionality for the Systems Division.> Creation and implementation of ITIL based processes e.g. Problem management> Management of the Root Cause Analysis process for major incidents> Development and production of detailed incident reporting to the specifications of IT management> Trend analysis and report commentary> Developing standards and monitoring for incident management including service level agreements> Overseeing the handover of new systems from project teams to production services ensuring the relevant support documentation and procedures are in place> Creation of Service Knowledge Documents for new and existing systems specifically for first line support use Show less > Providing1st & 2nd line ICT support for Stores, Head Office users and 3rd party suppliers> Log telephone, email and electronic queries for customers> Monitoring of network and service failures through use of infrastructure monitoring tools> Escalation and communication of major incidents to both management and 3rd parties>Providing new and updating existing documentation and processes for colleagues>Management and organization of the team in order to resolve or escalate incidents within prescribed Service Level Agreements> Periodically opening and closing the office Show less > Providing support in the management of data and reporting tools within the Customer Contact Centre> Basic trend analysis of root cause and trends> Producing regular reports using Excel, Access, Business Objects and other internal reporting tools> Updating reporting processes to reflect changes in the business and to better meet the requirements of managers and directors> Documenting and communicating any changes made to the reporting process to managers and other departments > Building and maintaining strong working relationships with other internal departments and external companies Show less

  • Incident Management Team

    Aug 2013 - Aug 2014

  • Support Analyst

    Apr 2011 - Aug 2013

  • Reporting Administrator

    Jun 2009 - Apr 2011

  • Customer Advisor

    Dec 2006 - Jun 2009
• 

  Viridor

  Aug 2014 - Aug 2021

  > Managing and administering the Incident Management System, ancillary systems and master data sources> Assisting with the development and design of the Incident Management System> Report commentary and trend analysis on Incidents, Feedback and Audits> Preparing and verifying data for publication> Monitoring of overdue and escalated incidents and prepare escalation reports> Resolving queries within agreed timescales and actively seeking constructive feedback> Processing external inspections onto the Incident Management System and SharePoint Show less

  • Application Specialist

    May 2017 - Aug 2021

  • Business Analyst

    Oct 2015 - Apr 2017

  • CSR Data Analyst

    Aug 2014 - Sept 2015
• 

  Osborne Clarke

  Aug 2021 - now

  Application Support Engineer