Subject of study: BSc (Hons) Business Computing
Year of graduation: 2009
Current position: IT Incident Manager, University of Westminster
What are you doing now?
I am the IT Service Desk Supervisor in the IT Service Desk of the University of Westminster. I take overall responsibility for Incident Management and Request Fulfilment processes following established ITIL procedures. The Service Desk is the IT single point of contact that supports over 40,000 customers. I am responsible for managing the daily operations of the IT Service Desk (FixIT Centre). I supervise a team of five analysts that provide first level support through taking calls and handling the resulting incidents or Service Requests, using the Incident Management and Request Fulfilment processes, in line with Service Desk objectives. This demonstrates providing customer service in a high-pressure environment, particularly when liaising with stressed and difficult customers. Also, I ensure incidents and service requests are managed effectively to the agreed service level agreement and produce periodic metrics and reporting of KPI’s and trends to IT Management as needed to measure the effectiveness of the service delivery.
What did you find most valuable about your course at Westminster? How did the skills you learnt during your degree help you to shape your career?
My course was well structured and challenging, covering business and computing in equal measure. It gave me good academic and practical exposure to business models and IT operation plans.
What extra-curricular activities did you participate in that enhanced your time at the University?
2005–09 – University of Westminster Greek/Cypriot Society
2007–09 – University of Westminster Psychology Society
What advice would you give to someone thinking for pursuing a similar career?
Study hard and never give up. The sky is your limit.
Is there anything else you would like to tell us about yourself?
For the last nine years, I have worked at the University of Westminster as a member of staff and as a student, successfully completing two degrees; a BSc (Honours) in Business Computing and an MA in Public Relations. Also, I am qualified in ITIL v3 at Foundation level, Prince2 at Practitioner level and I am a certified SDI Service Desk Manager. Additionally, in 2015, I completed my CMI Level 5 NVQ Diploma in Management.