Access Group Inc. Work Values

Daily Duties at Access Group Inc.:

Responsible for operational leadership, enhancements and the overall performance of the company’s IT Help Desk operation. This includes all Desktop Support Services, Application deployment and Disaster Recovery. Strong focus on process improvement through ITIL best practices delivering quality customer and timely support to the entire internal staff and the external sales force. • Manages and prioritizes Help Desk activities for problem resolution, work scheduling, and quality levels of customer service. • Manages Help Desk staff ensuring clear goal setting, timely and constructive feedback, mentoring, and thorough performance evaluation. • Developed new ITSM reporting systems that provides high-level management summaries on Help Desk performance and work status, and establishes strategic information for managing the overall Help Desk operation. • Implemented new support systems for tracking usage and availability of all corporate personal computer assets, including updated processes for timely purchasing of equipment to satisfy growing needs and obsolescence replacements. • Implemented ITIL framework Incident & Problem Management Application • Improved overall Help Desk service levels by developing “live response” support. • Implemented improved levels of communications with all Help Desk customers to better obtain information on their needs and to share status of Help Desk operations – resulting in improved levels of customer satisfaction with the Help Desk services provided. • Implemented Service Level Agreements with all customers, along with procedures to ensure that the conditions of the agreements are being satisfied. • Manage all Desktop Support activities. This includes procurement; deployment and OS patch management and disaster recovery exercises. • Developed monitoring, escalation and measurement system for reporting metrics on Service Desk Incidents and Problems. • Improved Service Levels by 20% as a result of ITIL process improvements. This included the implementation of a Customer Satisfaction Program. • Developed a Quality Monitoring Program regarding Incidents and Problems • Developed a Vista and Office 2007 Readiness Team Site

What they like about Access Group Inc.:

A hiring company that offers alternative approaches to pay, performance bonuses, and/or equity in the firm is very attractive to you. You're generally less interested in working for an organization offering only traditional, salary-based compensation, one with limited opportunity to acquire equity in the firm, or one that does not actively promote skill development. In addition, you are more likely to choose a company that offers a variety of internal career options, with defined career paths. You view the learning of new skills and development of your expertise as key to your career advancement. These aspects of an organization may become even more important to you as you progress in your field, and are especially critical if you change career or occupation.

Tags

Help Desk Manager, Service Desk Manager, ITIL, Service and Support, Desktop, IT Manager

Skills

ITIL Service Improvement

These are some of the questions we asked our climbers about their experiences with Access Group Inc.: