Service Desk Operations Manager at CSC
United Kingdom
- Current
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- Service Desk Operations Manager (Level One) at CSC
- Past
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- Team Leader/Supervisor at CSC
- Customer Service Representative - Help Desk at CSC
- Internal IT Support Officer at ITSA
- Admin Officer at Legal & General
- Recommended
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6 people have recommended Simon - Connections
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31
connections
- Industry
- Information Technology and Services
- Websites
Simon Rolley’s Summary
Client Manager, People Manager, Project Manager, In depth Knowledge of Service Desk Operations at all levels from Tier zero (ELS, Comms, Knowledge Management, E-Services, Self Help Self Heal) to Level1/2 and 3 including Work Load Balancing, Profile Creation, First Call Fix, Incident Management, Problem Management, Change Management, ITIL awareness, Hotswap, Service Improvement Plans, New Business, 3210, SLA's and achieving them, Headcount, Budgeting, Queue Management, High Priority Incidents, Notifications, Password Management. Most of my experience lies in the Manufacturing and Defence sectors, with some experience in the Financial and Goverment sectors.
Simon Rolley’s Specialties:
Information Technology/Service Desk Management
Simon Rolley’s Experience
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Service Desk Operations Manager (Level One)
CSC
(Public Company; 10,001 or more employees; Information Technology and Services industry)
November 2004 — Present (3 years 9 months)
Leads a team of operations professionals accountable for all aspects of inbound customer service including multi-platform, multi-software package technical support, problem identification and resolution within a call centre environment. Develops, implements and reviews customer relations service improvement programs and coordinates staff schedules to align with business unit service delivery objectives. Directs activities of multiple employees operating across a variety of shifts/geographies for both call center and support operations. Responsible for all aspects of operations service delivery to include customer satisfaction, people management, facilities management
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Team Leader/Supervisor
CSC
(Public Company; 10,001 or more employees; Information Technology and Services industry)
September 2001 — October 2004 (3 years 2 months)
Monitors or manages the day-to-day activities of a support team within a call centre environment resolving IT customer issues by working according to documented procedures. Ensures service level agreements for products/services are met. Schedules staff to handle call volume and manages personnel activities. Provides escalation support regarding customer issues. May respond to highly complex customer inquiries and problems. Develops and implements business strategy for the customer services area by managing process improvement actions to maximize the efficiency of staff and systems.
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Customer Service Representative - Help Desk
CSC
(Public Company; 10,001 or more employees; Information Technology and Services industry)
September 1999 — September 2001 (2 years 1 month)
Responds to internal and external IT related telephone, fax, and electronic customer inquiries. Researches customer inquiries and responds to appropriate parties in a timely manner using Knowledge Managent and Incident/Problem Management Tool. Recommends solutions and resolves problems associated with the inquiry through a defined escalation process. Follows up to ensure problem was solved within the contracted or agreed upon timeframe. Logs and tracks inquiries using problem management database and maintains history records and related problem documentation.
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Internal IT Support Officer
ITSA
(Government Agency; 10,001 or more employees; Executive Office industry)
February 1996 — September 1999 (3 years 8 months)
Responsible for the upkeep of the IT Infrastructure within a single site. Had to plan own days work, dealing with internal customer problems and enquirys relating to IT equipment and network resources including phones. Solely responsible for the IVR system and the upgrading/introduction of I
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Admin Officer
Legal & General
(Public Company; 10,001 or more employees; Insurance industry)
February 1991 — December 1995 (4 years 11 months)
First Job, General Office Admin progressing to Computer Support Officer for a small LAN of 10 PC's and a simple Dataease SQL database. Learnt how to produce Management Statistics and basic PC maintanenve
Additional Information
Simon Rolley’s Websites:
Simon Rolley’s Interests:
Computer Technology, Design, Digital photography, Keeping Fit, Cooking, History, Music
Simon Rolley’s Honors:
CSC Presidents Award - 2006
Simon Rolley’s Contact Settings
Interested In:
- career opportunities
- reference requests
- getting back in touch
