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.