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Service Desk Manager @Cyclone Computer Company Limited
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WORK HISTORY
Service Desk Manager @Cyclone Computer Company Limited
Christchurch, NZ
Accountable for the overall delivery of National Service Desk and Breakfix services to over 200 education and commercial customers across New Zealand. Lead a diverse team of L1 - L3 Support Engineer professionals, providing coaching, mentorship, and ensuring adherence to service level agreements (SLAs) to maintain high levels of customer satisfaction.Act as the ITIL Process Owner for Cyclone\'s Incident, Major Incident, Request, and Change Management processes. I am responsible for the continual improvement of these processes, aligning them with industry best practices and ensuring efficient issue resolution and process compliance.
SKILLS
ABOUT ANDREW HEATON
I am a dynamic IT leader with extensive experience in managing teams to deliver high-quality Service Delivery services across diverse sectors. With a strong foundation in ITIL best practices, I have successfully implemented process and service improvements for prominent organisations such as Australia Post, Asahi Beverages, Melbourne Metro Trains, and Cyclone Computers NZ.My passion lies in maturing critical processes including Incident, Major Incident, Request, Change, and Service Transition, as well as optimising and leading End User Computing and Service Desk functions. I am dedicated to continuous improvement and ensuring that service delivery not only meets but exceeds business expectations.Known for being a “people person,” I take pride in my ability to collaborate effectively with teams at all levels, from frontline staff to C-level executives, across both the private and public sectors. My broad technical knowledge, combined with a calm and composed demeanour, enables me to build strong, trust-based relationships with both my teams and stakeholders, ensuring that I consistently deliver the best outcomes.
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