Thomas Watkins

Background

About Thomas Watkins

Europa Worldwide March 2022 - Present Here at Europa Worldwide I am the IT services manager. I am responsible for Hardware for all branches of Europa Worldwide. As the IT Service Manager i am responsible for the delivery of IT Service using an ITIL framework. This includes IT hardware and software asset management, receipt and allocation of IT assets, management of asset within our asset system, configuration and setup management, asset audits and reconciliations, disposals and reporting. Oversees day-to-day activities of the IT service tea. Establish policies and procedures for staff IT assets. Record accurate information of all hardware and make sure this is kept up to date. Identify and introduce improvements on procedures or policies within the IT service department. Follow all best practices for hardware configuration and setup. Maintain and update technical documentation regularly. Managing Continuous Service Improvement and Reporting of statistics against SLA and Key Performance Indicators. Diagnosing and troubleshooting software and hardware issues. Drive change in line with business objectives. Provide staff training on hardware use. Management and leadership of the IT Service Team. Uniware Systems from April 2017 – March 2022 When working on the 1st Line helpdesk my duties was reporting to the Service Desk Manager, to ensure the progression and swift resolution of calls logged with the Service Desk and delivering superior services in line with Service Level Agreements and managing client expectations. During my time on the helpdesk I completed my ITIL foundation course. In May 2018 I was offered a position as a member of the 2nd line helpdesk support team which I accepted these duties included Acting as an escalation point & supporting our 1st line team with all incoming support from our existing client base via telephone, email & web. Working with our customer service advisors to improve processes and the level of service we offer to our customers. By November I was promoted to Helpdesk Supervisor where I was working directly underneath the Helpdesk manager and with the other departments managers. My Duties include problem solving, support issues using own knowledge and support libraries, To escalate and track escalated calls to higher level of support organisation if answer is unknown or SLA is in danger of breach, Arranging engineers to attend site with correct documentation, Assisting projects team at site with installations during busy periods.