Craig Chapman

Uk IT Support Team Lead @Accenture

Managing a team of 10 BAU engineers across multiple sites Oversee all requests, incidents, and problems. Acting as a hierarchal point of escalation. Develop Service Desk staff through 1-2-1\'s, development plans and half-yearly performance reviews. Monitor and manage incoming ticket volumes. Identifying trends and highlighting areas of improvement to reduce overall ticket volumes. Promoting continuous improvement and idea-generating culture. Provide technical direction to the team, alongside Senior Service Desk Analysts. Act as a single point of contact for all Incidents and Service Requests for the end-users within the business. Ensuring the team act in a professional and positive manner, by leading by example and advocating high levels of service Working closely with EA\'s to ensure MD\'s are supported with quick turn around. Supporting a high performing team, adapting and embracing challenging deliverables and meeting internal and external customer needs. In the event of a major incident relating to a customer of the virtual team, assume management of the incident allocating responsibilities appropriately to other team and company colleagues and acting as the primary communication channel internally.+ Ensure that incident reviews are undertaken, written up and the lessons learned implemented In support of SDM, Provide data and reporting of KPI\'s and trends to ensure the service is suitably managed and optimized and provide such data and reporting to management and others in ad-hoc, weekly, monthly and as needed. In support of SDM, drive quality initiatives and assessments both internally and customer-facing to identify and deliver areas for improvement In support of SDM, actively promote excellent customer service for all front line service delivery, constantly seeking ways to improve customer experience and satisfaction