Alastair Lawson

Emea Service Desk Manager @Ventiv Technology

London, GB

Managing the and supporting all enquiries for the EMEA service management team, following ITIL practices for all 120 EMEA clients using online bespoke Risk Management System (approx users Europe wide).• Delivery of all changes required for Incident, problem, solutions and change management working with Product management team.• Focusing on improvement of service and advising on client tailored training using information collated from support enquiries. • Ensuring profitability of account by tracking service time utilisation• 2nd line support including client configuration.• Responsible for completing and resourcing of post Implement configuration changes.• Reporting all issues and providing client service reporting to Account Executive Team highlighting potential relationship issues.• Highlight process improvement from client user experience and product enhancement.• Ensuring profitability of account by tracking service time spend.• Central liaison with European support team regarding problem and configuration management• Train users both internal and external on system, generate user guides and support/training documentation Key Achievements: By ensuring all case data collection and time tracking, ensured profitably of client accounts and proved “value add” of application service team. Highlighting potential product upsells to Account Management team and chargeable support time. Ensuring process redesign to follow ITIL methodology for delivery of work to Data Analyst team and Product Management. Competently delivered training to European support and account management network and provided client-facing portal and RiskConsole product demonstrations and training. Successfully set up and implemented online 1st and 2nd line support and solutions database through product portal for client interaction, utilising Salesforce.com client relationship management service tools.