Claire Ward

In this role I am responsible for the operation of both the IT Team and the Customer Services Team. I have led workforce recruitment to optimise the performance of the teams, and have coached and mentored new team members. I have assigned workloads to keep the service running as smoothly as possible, with as high a quality of service as possible.

In this role, I managed a Service Desk which supported staff at three local authorities (Horsham District, Mid Sussex District, and Worthing Borough Councils). I had staff at each of the three sites and had to split my time between them.

I built and maintained customer trust by maintaining ongoing communications until resolution. I achieved target ticket response and resolution through focused planning and prioritisation. I coordinated the delivery of technical support to the staff at each of the three sites, and used a variety of helpdesk systems to track support tickets and document actions. I also led quarterly User Group meetings at each site in order to obtain customer feedback, and then used the feedback to improve our service.

In addition to the responsibilities mentioned in the Service Desk Analyst role, in this role I maintained working relationships with suppliers, sourced quotations, and monitored delivery progress. I identified stock quantity and liaised with the suppliers to facilitate the shipment of goods.

In this role, I managed, prioritised and promptly responded to customer support tickets, and provided first line diagnosis. I handled confrontational customers and escalated complex issues to higher level support. I created and submitted progress reports to management.