Carl Elphick
Service Desk Analyst at MetService- Claim this Profile
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English Native or bilingual proficiency
Topline Score
Bio
Credentials
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IT Service Desk: Management Fundamentals
Lynda.comSep, 2017- Sep, 2024 -
Management Foundations
Lynda.comSep, 2017- Sep, 2024
Experience
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MetService
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New Zealand
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Information Services
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100 - 200 Employee
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Service Desk Analyst
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Jun 2015 - Present
• Working to a 24hr / 7 day a week Roster, mixed in Office and from home• 1st & some 2nd Level Support to Internal Staff via Phone, E-mail, Microsoft Teams and Remote Desktop. Triaged calls from external media clients as well as covering Reception line when required• Built PC/Laptop OS for new staff as assistance to the Infrastructure Team• Installed and Configured Software for staff as requested• Maintained Active Directory with Account Creations, unlocks and resets as well as creating mailboxes and distribution groups (Both on-prem and Microsoft 365)• Logged Incidents and Service Requests into MetService’s ITSM Tool - Cherwell• Created and updated support documentation and knowledge-based articles• Provided Feedback to Team Leader for Process Improvement where possible, also created Graphs in both Excel and Cherwell Dashboards for monthly reporting purposes• Acted as the Cherwell Administrator / Subject Matter Expert for MetService, performed tasks including:o One-Step Creation and maintenanceo Automated Tasks and Data Extracts for reportingo Enabled Process improvements e.g daily reporting of tickets due to breach SLA daily and identifying staff accounts in Active Directory due to expire in near futureo Liaised with Vendor frequently for Mentoring and Requests for work to be done on Cherwell• Major achievements with Cherwell include:o Introduced Automatic Ticket logging from e-mail monitoring inbox which significantly reduced manual data entryo Worked with Vendor to upgrade Cherwell twiceo Introduced Azure SSO (SAML) with assistance from Vendoro Automated several Service Desk processes using One-Stepso Introduced Cherwell integration with Cherwell via mApp so tickets could be pushed into Jira as well as retrieving status updates
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Livestock Improvement Corporation (LIC)
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New Zealand
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Farming
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700 & Above Employee
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Protrack Customer Relationship Representative
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Mar 2011 - Jun 2015
• Provided 1st and 2nd Level Support by Phone and e-mail as well as afterhours based on an Oncall Roster• Support provided to field based Support Specialists and Contractors• Worked on equipment shipped to the office for testing• Used Remote Access Software to help with PC & Software problems, also used this to demonstrate software procedures to customers• Processed Hardware Returns sent in from the field, tested on test-rigs and repaired if possible so can be returned to stock, otherwise liaised with Suppliers to have faulty hardware returned for repair or credit.• Recorded Customer Interactions in SAP CRM ver 7, also used a Works Order Management system when a visit to farm is required by Field Staff and/or Contractors to resolve system faults that requires staff on site.• Used Reporting Tools to Proactively monitor Farm Automation system performance, also helped develop inhouse tools to maintain the system’s database and report issues to the Service Desk. Also performed Proactive out-bound calling to customers to help uncover unreported issues with their system• Designed & Produced Monthly Reporting for the Operations Manager showing Queue Statistics and Performance of the Service Desk. Projects worked on at LIC Automation• Assisted implementing Jobsheet to LIC Automation which included defining the Fields in it, producing documentation and keeping Stock Lists maintained• Became SME for Cisco WebEX, sat in on initial meetings run on WebEX to ensure smooth running and staff are clear on its features. Liaised with Spark Digital in its setup and configuration for the LIC Automation department.
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Customer Service Representative
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Feb 2008 - Mar 2011
• Based in the Contact Centre, taking calls from both Field Staff and Customers (Farmers)• Provided support with Animal Event Recording, maintaining the integrity of the National Animal Database• Record each Customer Interaction into a CRM system (SAP)• Provided Level 1 and some Level 2 (in a Senior Capacity) support for LIC's software products (MINDA, MINDA Mobile, Farmkeeper) to an advanced level as well as assisting staff with lesser experience to support LIC's software & 3rd Party Firewalls / Windows OS• Provided Senior Support/Training to other reps as required
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AA Insurance NZ
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New Zealand
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Insurance
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500 - 600 Employee
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Customer Service Representative
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Sep 2006 - Feb 2008
• Based in a small retail office in a team of 8 helping with the Insurance needs of the over-50 age group.• Answered calls from Customers who needed assistance or advice with their policies, required a quote or passed calls to the Claims area.• Provided Underwriting Support by phone to Automobile Association Retail offices• Carried out duties like Reception to assist customers who walk in from the street, banking daily takings and sorting mail. • Based in a small retail office in a team of 8 helping with the Insurance needs of the over-50 age group.• Answered calls from Customers who needed assistance or advice with their policies, required a quote or passed calls to the Claims area.• Provided Underwriting Support by phone to Automobile Association Retail offices• Carried out duties like Reception to assist customers who walk in from the street, banking daily takings and sorting mail.
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Customer Relationship Representative
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Sep 2004 - Sep 2006
* Provided Phone Support to Westpac clients who used Life Insurance and Investment Products* Advised clients on their existing policies and referred them to a Branch Member if upgrades to be done or worked with an external support team if any changes needed to be done* Provided Phone Support to Westpac Branch Staff to assist in selling Life and Investment Products* Helped clients by proving them real-time Unit Trust prices and details of their investments* Worked on the following short term project: - Testing software we used during Westpac's Windows NT to XP Migration
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Customer Service Representative
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Mar 2003 - Sep 2004
Based in Westpac's main Contact Centre, working in a team as part of a Contact Centre of approx 100 CSRs* Provided support to Customers providing basic advise on their Banking needs and looking for solutions to improve the banking relationship with Westpac* Provided Support for using Phone Banking including setting customers up and walking them through using it* Provided Support for Internet Banking including setting customers up, providing step by step instructions and troubleshooting connection issues (usually browser related)* Meeting challenging Sales and Referral Targets* Meeting challenging Call Quality Targets* Mentored new staff* Provided Senior Support to entire Contact Centre based on a roster* Worked on short term project: - Updating Knowledge Base used by all of Westpac's Contact Centres
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Ministry of Social Development (MSD)
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New Zealand
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Government Administration
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700 & Above Employee
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Customer Service Representative
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Oct 2002 - Mar 2003
Short Term Contract Roll at Studylink (employed by Adecco) to help cover peak demand over the summer months before Semester 1* Provided Phone Based support to Students* Advised Students on how to sign up for Student Loans and view progress of loan applications* Advised Students on eligibility for Student Allowances* Escalated issues to the processing centre in Palmerston North* Gained good experience of Customer Service as this was my 1st Contact Centre Role Short Term Contract Roll at Studylink (employed by Adecco) to help cover peak demand over the summer months before Semester 1* Provided Phone Based support to Students* Advised Students on how to sign up for Student Loans and view progress of loan applications* Advised Students on eligibility for Student Allowances* Escalated issues to the processing centre in Palmerston North* Gained good experience of Customer Service as this was my 1st Contact Centre Role
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Education
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2020 - 2020
Bespoke Training
AWS Technical Essentials -
2020 - 2020
Microsoft
AZ-900 Azure Fundamentals -
2016 - 2016
Auldhouse
ITIL Foundations -
2001 - 2001
Ames IT academy
A+ and Network+, Information Technology -
1999 - 2001
Western Institute of Technology
Bachelor of Applied Information Systems, Information Technology -
1998 - 1998
Western Institute of Technology
Certificate in Business Computing, Information Technology -
1997 - 1997
AUT University
Introductory Certificate in Computing, Information Technology -
1993 - 1996
Stratford High School
School Certificate and 6th Form Certificate
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