Paul Scott
Service Desk Manager at Arqit- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English -
-
French -
-
German -
Topline Score
Bio
Credentials
-
Service Desk Manager
The Service Desk Institute (SDI)Sep, 2021- Sep, 2024 -
ITIL Foundation
-Nov, 2017- Sep, 2024
Experience
-
Arqit
-
United Kingdom
-
Information Technology & Services
-
1 - 100 Employee
-
Service Desk Manager
-
Jun 2022 - Present
SC Cleared Service Desk Manager Continued to build and develop the Service Desk function across the company Operate as de facto Head of Service Desk Complete oversight of 6 Service Desk Analysts providing technical support to a rapidly growing userbase, primarily in the UK, but also in the US Provide leadership, guidance, and mentorship to the team as well as being a point of technical escalation for them. Identify, diagnose, research, track, and resolve technical issues. Be an escalation point for all members of staff. Continually improve and develop the service through proactively identifying trends. Provide weekly reports to senior management from the Service Desk. Worked with the Project Management Office to help with the introduction of ServiceNow. Administer, maintain, and develop JIRA for both internal and external Service Desks. Interact with the infrastructure team to deliver software and services to the company through service transition and manage the process end to end. Determine SLAs for Service Desk team. Develop and maintain strong working relationships with all department & division heads to understand their IT needs and deliver to them Act as a bridge between the Service Desk and the Infrastructure, PMO and Security teams. Met and partnered with vendors to ensure full awareness of product offerings and their applications within the firm. Lead AV project to fit out offices with various technologies including meeting room panels. Show less
-
-
-
Fitch Ratings
-
United States
-
Financial Services
-
700 & Above Employee
-
Service Desk Team Leader
-
Apr 2018 - May 2022
• Lead & Supervise on-site Service Desk team of 6 analysts. • Co-ordinate, prepare and complete the Performance & Development review process for the team, including setting individual objectives and holding quarterly objective reviews • Perform regular team meetings and one to ones with the team members • Work with co-workers to increase knowledge across the Service Desk group • Recommend new methods or improvements based on own research, knowledge and possibly testing • Ensure SLA’s are met by staff on site • Ensure cover on phones at all time • Onsite management of staff rotas/covers • Enforce best practice in the office • Encourage and motivate staff in the office Show less
-
-
-
Arkadin
-
United Kingdom
-
IT Services and IT Consulting
-
Team Leader, Web & Video
-
Jul 2017 - Mar 2018
Managed and led a tri-lingual (English, French & German) customer facing technical helpdesk. • ITIL Foundation Certified • Manage a team of 6 first & second line engineers. • Providing technical support across EMEA region to diverse client base. • Reporting to senior management on team success. • Assisting as technical escalation point across the team. • Ensuring excellent incident management from the team, proactively looking for early resolutions, whilst delivering a high level of customer service. • Responsible for driving improvement and team development initiatives. • Working with third line engineers and suppliers as and where necessary. • Providing training, guidance and coaching across the team. • Enabling team motivation to ensure excellent customer service. • Ensuring all defined SLAs are adhered to and surpassed where possible. • Driving continuous service improvement. • Implemented Knowledge Base sharing within the team to provide more efficient case resolution to clients Show less
-
-
-
-
Senior Desktop Support Engineer
-
Jul 2013 - Jun 2017
• Developed New Hire Orientation training, which was then rolled out across the entire company• Identified the need for training on specific software being used in house• Created and Developed Training courses to meet these needs• Presented and Delivered the courses both in EMEA and in our head office in the U.S.• Undertook Team Leader responsibilities for team members in APAC and fixed term contractors in London.• Provided coaching and development for my team members across EMEA & APAC• Coached members of the team in the US on presenting to provide better service to the user base• Successfully lead global project with regards to video conferencing.• Created accompanying documentation to accompany the new software• Actively involved in multiple additional projects lead from the US• Requested to write releases for other projects in the department• Maintained high level support to a diverse user base, strengthening the position of the team in the company• Assisted with the move of the London office to new premises, completed successfully and on time Show less
-
-
Desktop Network Support
-
May 2007 - Jun 2013
Sole responsibility for supporting all users across EMEA, (4 offices and homeworkers)Established new vendor lists for local suppliers
-
-
-
-
IT Support Contractor
-
Dec 2006 - May 2007
Granted Security Clearance Continued high level 1st-3rd line support to the site, including the manufacturing areas. Facilitated repairs to structured cabling within the offices and ‘clean’ areas Instigated new supplier chains to complement existing vendors in use Maintained backup systems Granted Security Clearance Continued high level 1st-3rd line support to the site, including the manufacturing areas. Facilitated repairs to structured cabling within the offices and ‘clean’ areas Instigated new supplier chains to complement existing vendors in use Maintained backup systems
-
-
-
Thomson Dialog
-
Information Services
-
1 - 100 Employee
-
Network Support Specialist
-
Aug 1999 - Sep 2006
• Managed & supported all London based servers (20) - both hardware and software • Ran and Maintained the backup systems for the London office (Veritas Backup Exec) • Maintained & administered the NT Domain • Maintained & administered the Exchange Server (for London site) • Maintained & administered Trend Anti-Virus Solution (for London site) • Administered the Remote Access solution and associated RSA Tokens • Responsible for compiling and documenting Disaster Recovery Plans • Building of servers, desktops and laptops including testing and installing patches • 1st – 3rd line support for the companies desktops and laptops • Responsible for local telephone system (prior to move to Holborn in July 06) • Responsibile for all local IT purchasing During my time at Dialog, I undertook and completed a number of projects including – • Rebuilding of the comms room (including servers) following a major break in and theft • Moving the entire Dialog office to its new location • Migrating all data from NAS system to Windows Cluster • Migrating Exchange 5.5 to 2003 and integrating into the Thomson Exchange Resource Forest • Moving from Novell Network to NT Domain • Merging existing systems from our Oxford office following its closure • Decommissioning a remote office in Melksham • Migrating Netscape Mail to Exchange 5.5 • Amalgamating the technology in both offices following the purchase by Thomson in 2000 Show less
-
-
-
-
Deputy IT Manager
-
1997 - 1999
Following a major restructuring of the company and a recognised need for a specialised IT department, I was asked if I would take on the Deputy IT Manager role. Responsibilities included – Maintenance and administration of all the company desktops, laptops and servers All IT related purchasing Developed my skill set as the department worked to bring our data coding in house, saving the company thousands in costs. Continued to run the new computerised research tool Following a major restructuring of the company and a recognised need for a specialised IT department, I was asked if I would take on the Deputy IT Manager role. Responsibilities included – Maintenance and administration of all the company desktops, laptops and servers All IT related purchasing Developed my skill set as the department worked to bring our data coding in house, saving the company thousands in costs. Continued to run the new computerised research tool
-
-
-
Broadcast Research
-
United States
-
Market Research
-
Senior Research Executive
-
Aug 1992 - 1997
Promoted again following successful results as an Research Executive. S4C became my primary client, with whom I established and maintained a strong relationship. Investigated and implemented a new computerised market research tool to replace the PEAC system. Managed, trained and developed the new member of staff to assist with the new system. Dates: 1994 to 1996 Position: Market Research Executive (Qualitative) Further promoted to a full Research Executive position Responsible for my own client list, including BBC, S4C and ITV. Responsibilities expanded to running my own projects and providing full analysis on the results. Additionally involved in major international projects for PWA. Dates: 1993 to 1994 Position: Market Research Assistant Promoted to this position, where my responsibilities included helping to produce and run various non-PEAC projects in both qualitative and quantitative research areas. Dates: 1992 to 1993 Position: PEAC Executive PEAC was a real time computerised market research tool, exclusively used by Broadcast Research and its parent company the Pegram Walters Group. I was in charge of running the data collection sessions as well as producing graphic and tabulated results and providing analysis. Show less
-
-
Education
-
1985 - 1992
Coopers Company & Coborn School
Community
