Alex Cartlidge

Supporting and coaching users on all available services and processes Support and resolution of all user requests and problems Inventory and asset management; Process all incidents and requests created from the CSD and coordinating to the correct teams, both on and off site; Planning PC hardware and equipment installation, including refresh projects; Provide training and information to end users on applications and systems projects in the corporate network Provide technical support for ESA projects

Develop methodologies for IT asset life cycle in line with best practice Ensure Asset processes (including those of external service providers) are followed Ensure accurate performance of asset management process Develop improvements in the inventory and end-to-end lifecycle handling of IT assets Lead project managers on asset strategies and recommend actions to optimize the IT asset portfolio Plan and execute performance support to asset and process project management

Analyse customers' needs, and determines solutions to problems by means of automated systems; develops Customise solutions to customer/user problems Take ownership of end to end ticket resolution Develop documentation and revise existing systems and procedures Actively contribute to the completion of program reports Contribute to business improvement initiatives Contribute to IT Support process and policy development and improvements Ensure adherence to processes by internal framework

Management of Data centre teams Internally promote and champion best practice in all technical areas covered by the Desktop Support and Service desk Teams. Provide ideas and procedures to develop current work practices and procedures. Lead projects within Incident management, Service management, Service delivery and Change management create ITIL processes and champion best practice

Investigation, resolution and escalation of all incidents at the user’s desktop Proactively identifying problems through operational monitoring Mentor and develop the IT Support team Installation and replacement of hardware equipment and software in the user’s office Liaise with Managers and on-call support staff whenever operational problems are detected Providing management information and recommendations for service improvement Support and follow ITIL driven processes and suggest improvements ideas

Quality Mgmt Project Mgmt Change Mgmt Service Improvement Service Operation Service Transition Strategic Mgmt of Information Systems Information System Methods Dissertation: IT Service Performance: An investigation of the challenges, benefits and value of performance measures