Mark Nicholls

To liase between client and account, to ensure the service runs as smoothly and profitable as possible, to find and anticipate opportunities for growth and improvement. In essence to be the devils advocate!

To deal with complaints and escalations from end users. To resolve issues, define procedure, to come into set SLA's (Service Level Agreements).

Worked on due diligence and helped with the implementation of a large UK Banks, IT helpdesk to Budapest. Helped recruit the staff for the 5 teams and setup the Service Desk structure, also working with the project teams. Later to run one of the Service Desks, then moving to another one the Desk became stable. Part of CAB (Change Advisory Board) and to write, overview processes and procedures, in addition to everyday running of a Service Desk..

Team Leader on the first International account, which Getronics held. To ensure the everday running of the team, staffing plans etc., to work with counterparts in North America, APAC, to ensure constant processes and procedures were adhered too.

Worked in a myriad of roles in the UK, on the AXA IT Service Desk. Assisted as a level one agent, and a level two agent. Gave technical assistance in a number of roles, from telephony to floor walking in a mass migration project to move AXA's IT infrastructure onto a Windows XP/Outlook Server platform, from a host of platforms ranging from Citrix and NT, to CCmail, Lotus Notes and Netscape mail.

Access course to guarantee a individual a place in University.