*Accredited ITIL® Trainer    *Accredited ISO/IEC 20000 Consultancy Trainer

ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office

Ernst & Young

The  project was to replace the Ernst & Young London Helpdesk and various other sources of support for Ernst and Young’s 8000 customers with a new Service Desk in Glasgow, operating according to ITIL® guidelines, with a single point of contact, improved service levels and end-to-end incident management

Additional responsibilities included:

  • Implementing interim improvements to the existing London Helpdesk
  • Preparing a detailed proposal for the new Service Desk to be presented to the Ernst and Young executive, to obtain approval and the necessary budget (Approximately £400K)
  • Recruitment of the Service Desk Manager and the 18 staff. This included running local newspaper advertisements for an Open Day - which attracted 600 applicants.
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