Denise Downham

Experience

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  UnitingCare Health

  Nov 2006 - Jan 2012

  Service Desk Team Lead and Quality & Reporting Team Leader

  As Service Desk & Quality and Reporting Team Leader I was instrumental in creating a smooth transition to transforming the Service Desk into one which was in alignment with the vision and aim of UnitingCare Health. I converted a poorly performing helpdesk into a customer oriented Service Desk through the development, creation, documentation and implementation of a range of Service Desk processes and procedures where none or little existed before. I involved the Service Desk staff in the development of these procedures so that they felt ownership of them. I implemented, facilitated and managed periodic Customer Satisfaction surveys in order to determine a match between service expected and service delivered, creating a service target definition, measurement and reporting capabilities. I created and implemented a Communication Policy and Plan for all scheduled and unscheduled IT systems outages. As the Change Manager for the Information Services Department, I was instrumental in creating and implementing Change Management Policy and procedure documentation. I was responsible for reviewing all changes and ensuring follow up to closure, undertaking an annual review of the Change Control process and facilitating the implementation of all recommendations for change. I established a range of Change Management reports. Show less

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  Aveo Live Well

  Jan 2012 - Dec 2017

  Service Centre Team Leader

  As manager of the Information Services Service Centre operations, under a first level managed service I was responsible for ensuring high levels of customer service quality and availability and was the primary contact and escalation point for all issues and requests raised through the Support Centre. I was instrumental in establishing a process for the escalation and communication of all Priority One related incidents, created a Service Catalogue of Information Services publicized services and created and implemented ITIL best practice Incident, Change and Problem management process and procedure to reduce system downtime. As Team Leader I was responsible for the oversight, supervision and co-ordination of the Support Centre Analyst team, assigning tasks, monitoring progress to ensure results were achieved. I established, implemented, monitored and reported on the Support Centre KPI’s, service targets and SLA’s to management and the managed service provider. I tracked and analysed trends and generated statistical reports. Show less

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  Department of Transport and Main Roads

  Mar 2018 - Jul 2022

  Service Centre Team Leader

  I had responsibility for managing the Service Centre teams performance, building the teams capability through the development of opportunities for team members. Providing leadership and coordinating the activities of the team to deliver an enhanced customer experience and outcome.Development of local operational policies, practices and standards in accordance with quality management principles.Identify opportunities and make recommendations for possible improvement.