Clare Dinsey

Experience

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  Barloworld Handling ltd

  Aug 2007 - Mar 2009

  Senior Customer Service Technician

  Senior Customer Service Technician dealing with incoming breakdowns via phone and email, logging the incidents on SAP. Also account management for some corporate accounts. Stand in Supervisor for the team.

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  Investec asset finance

  Mar 2009 - Jul 2009

  Collections Agent

  Collections Agent calling customers to take late payments

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  Barloworld Handling ltd

  Jul 2009 - Apr 2010

  Senior Customer service Technician

  Working as a stand in Team Leader on a Customer Service Helpdesk. Supporting a team of 8 staff.Dealing with escalated calls, unhappy customers. Passing on to relevant managers if needs be and following through with customers.Training new staff members and existing staff in new procedures.Creating management reports in number if calls taken, number of jobs logged, auditing jobs to ensure correct information is entered.Deal with other departments' queriesPeople management including staff planning, any escalated calls and any emergencies which may occur Show less

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  Sarsen Software Ltd

  Apr 2010 - Jul 2010

  Office Manager (temporary position)

  General day to day running of a small office, PA to Managing Director and other Directors, dealing with incoming IT support tickets

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  RPS Group Plc

  Aug 2010 - Nov 2014

  IT Helpdesk Administrator/Office Manager

  Supervising a team of 4 permanent IT 1st/2nd line support engineers, with another 3 who work on the Helpdesk a few days a week.Running the Helpdesk website by looking at all the incidents which come in via email or directly onto the Helpdesk, prioritising them and either dealing with myself or allocating to one of the engineersOffice Manager duties including dealing with supplier contracts, building landlords, purchasing IT hardware/software and other equipment, raising PO's and PR's, signing off invoices and other senior administrator duties.Answering the phone and dealing with those issues when the engineers are busy.Keeping an eye on the engineers queues and making sure incidents are dealt with in a timely fashion.Dealing with escalated incidents and making sure they get dealt with by the correct Operations team engineer.Dealing with the IT Regional Mangers and helping when needed.Creating the staff rota and ensuring we have enough cover for holidays etc Show less

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  Acquire Care

  Nov 2014 - Jul 2015

  Care Coordinator

  Scheduling carers and services uses

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  Connect Group PLC

  Jul 2015 - Oct 2016

  Senior Service Desk and Vendor Management Coordinator

  Providing 1st and 2nd line support for internal IT customers via Self Service portal, telephone and emails.Acting as first point of contact for all IT related queries.Dealing with escalated incidents and passing on to correct teams if unable to resolve.Basic trouble shooting of network and printer faults.Analysing incident trends for problem management and knowledge databaseAnalysing vendor/3rd party incidents to ensure they are matching SLA'sBeing involved in upcoming IT projects from the start, attending project workshops, meetings, discussion groups and providing high end administration support to project managersService Now super user, involved in implementation of the project from the offset, providing input into the design and configuration of the system, UAT testing and providing on site training to end usersSupporting Head of Service Delivery with any admin, support tasks as required.Providing support to other Service Desk Analysts wherever needed. Show less

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  IService Solutions Limited

  Oct 2016 - Apr 2019

  Service Desk Lead

  First point of call for all Support Issues raised. Managing team of Consultants on a rotating basis on Support Desk. Working closely with Professional Services for swift resolution of Support Tickets. Cherwell Service Management AdminUAT for Customers and Internal process and system, ensuring all fixes that go out to Customers are fully tested.Creating Knowledge Articles to help with problem solving and Training.

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  Capita One

  Apr 2019 - Jan 2022

  One Housing Service Desk Manager

  Recovered and strengthened national support team serving 150+ local government and housing association organisations. Leadership and direct line management of 14x support analysts, leveraging best-practice knowledge for standardisation and improvement. Regularly deputised for Head of Support Services including all of Capita’s local government software services. • Identified key improvements required and executed on planned improvements including creation of career enhancement to senior positions and general team performance management. • Successfully led team through COVID-19 business continuity plans to fully work-from-home state. • Extended remit to manage further 15 analysts during management restructure lasting 6 months.• Implemented standardised ITIL processes governing Incident, Problem, Escalation and Knowledge Management • Enhanced working relationships with key stakeholders including Support Director, Head of Operations, Technical Services Manager, Head of Product, Account Managers and Senior Leadership team.• Improved customer relationships with enhanced communications to create an environment and feeling of partnership with the customers.• Managed KPI’s and SLA’s for customers and OLA’s for internal resolver teams• Produced Management Information via reports created in Service Now Show less

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  Holland & Barrett

  Jan 2022 - Aug 2023

  Service Delivery Manager

  Helping grow and strengthen a new IT Service Management Team, by implementing new procedures and processes. Working directly with the Digital Engineering and Retail teams to algin DevOps and ITIL processes to ensure excellent Customer Service. Supported and mentoring of Junior members of the ITSM team. • Improved existing escalation process to ensure the smooth transition for the customers• Provided Consultancy Services to the Head of IT Support and the Service Desk Manager on processes and procedures on bringing the Service desk back in house after years of outsourcing • Enhanced working relationships with key stakeholders including Digital Support Managers, Engineering Managers, Software Developers, Retail Operations Managers, Retail Tech Managers and Heads of Customer Service by conducting stakeholder review meetings • Managed Major Incident Process by holding bridge calls, communicating to the business stakeholders, conducting Root Cause Analysis and ensuring the swift resolution of issues• Implemented Vendor Management Process and held monthly service reviews• Metal Health First Aid – Completed Mental Health First Aid training and joined the Mental Health First aid team Show less

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  Digital Space

  Aug 2023 - Jan 2024

  Lead Service Delivery Manager

  Heading up a team of 6 Service Delivery Managers, Customer Success Managers and Service Transition Manager for a mid-sized MSP company, working with small to large enterprise and corporate customers. Raised the profile of the Service Delivery Team within the business, by building strong relationships with other departments to ensure collaborative working and by implementing new procedures and processes.

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  Sainsbury's

  Sept 2024 - now

  Service Manager - People, Labour and Learning

  Working across various Engineering teams, supporting them with End to End Product Lifecyle Management. Being the advocate for Service Excellence in the People, Labour and Learning space, ensuring our customers are always at the forefront of our minds.