Amy Taylor

Helpdesk Manager @Arcus FM

Cirencester, GB

Built relationships with all stake holders including the client, internal teams and suppliers.• Escalation point for customer complaints and upgrading of jobs as well as being a point of contact to help various internal teams with questions and queries. • Adapted and amended procedures to ensure the desk chasing jobs to improve KPIs and ensure SLAs are hit by internal teams and contractors.• Communication via different sources with internal and external teams and suppliers.• Attendance to monthly account reviews reporting on stats for the helpdesk, completing actions and in depth analysis.• Completion of a variety of trackers to ensure jobs are attended and ensure my team are chasing any jobs from 0-7 days old. Also completion and ownership of other trackers such as signage down and self-delivery.• Problem solving and decision making on a daily basis providing up to date information to the helpdesk and other stakeholders.• Immediate skill level using Microsoft programs including word, excel, PowerPoint and outlook.• Chairing a variety of meetings including helpdesk team meeting and weekly self-delivery calls. These meetings included senior operations managers and heads of departments. • Systems – Verisae/Aeromark• Completion of monthly 1-1s with helpdesk including half and full yearly appraisal. Working with the team to set actions and review. • Creating and providing training on various aspects of the contract to different stakeholders from suppliers, contractors to internal contract managers.

University of Northampton

BA, Events Mangement