My role at Waterstons is...
My job title is Service Desk team leader, but I am often in the fortunate position to meet clients' IT teams and help them unlock their potential. This involves being onsite with internal IT service desks and providing advice on all aspects of all aspects of the ITIL framework. I really enjoy identifying and implementing operational/process improvement that provide significant benefits to the business and there customers/users.
As part of been a Team leader I focus on the operational function of the Service Desk which can range from developing our people to managing major incidents. We are always striving to improve our services for our customers.
My specialty lies in developing our people, and helping business transform and improve their IT services. I ensure that anyone joining the Service Desk at Waterstons gets the best possible start. This has led me to develop a comprehensive training scheme and obtain my Level 3 qualification in education and training.
My proudest Waterstons moment is...
Traveling to London for six weeks to help a client improve their service desk and aline to their ITIL framework and best practice. This involved implementing an improvement plan, seeking efficiency gains, and providing training on best practices.
My life away from work is...
Outside of Waterstons, I spend a lot of time refurbishing my house, witnessing the improvement in my plastering from room to room. Another passion of mine is cooking, especially when it's for friends and family.
I’ll be with you when...
You have a problem that needs fixing! I'm a bit of a jack of all trades.
My sector strengths are...
- Manufacturing