Duncan Holden

Experience

• 

  Sheffield Hallam University

  Jul 2005 - now

  • I planned and rolled out hardware and software updates to over 1000+ bits of IT equipment across two campuses. Achieved a reduction in staffing costs of 3k, by motivating staff and reducing the time to implement by 50%.• Through business reprocess engineering, updating processes and policies. I devised and delivered a training programme for 150 staff to improve service consistency. This also equipped staff to be able to individually handle more types of queries, and flexibility of the service. Our processes were also collated into a central repository to enable to refresh their learning.• Was a key member of a management team that centralised 11 service points into 3 service points, enabling our users to access our support more easily and consistently. Show less

  • Application Service Manager

    Mar 2023 - now

  • Application Analyst Team Leader

    Sept 2016 - now

  • Application Analyst Team Leader

    Aug 2016 - now

  • IT Helpdesk Team Leader

    Aug 2011 - Aug 2016

  • Senior CSA

    Jul 2005 - Jul 2011