James Gretton
About James Gretton
James Gretton serves as the Service Desk Team Leader at Node4 Ltd, where he has worked since 2018. He has extensive experience in technical support and service management, with a background in various roles at Griffin Internet and Rolls-Royce.
Work at Node4
James Gretton has been employed at Node4 Ltd since 2018, serving as the Service Desk Team Leader. His role involves overseeing the service desk operations and ensuring effective support for clients. Prior to this position, he worked as a Senior Service Desk Analyst at Node4 from 2017 to 2018. His tenure at Node4 reflects a commitment to providing high-quality technical support and service management.
Education and Expertise
James studied at MARI Lifelong Learning from 1998 to 1999. He also attended Sinfin Community School from 1995 to 1998. He holds an ITIL Foundation Certification in IT Service Management, which underpins his expertise in service delivery and support. Additionally, he has advanced knowledge in DSL, FTTC, MPLS, and Leased Line diagnostics and fault handling.
Background in Technical Support
James has a comprehensive background in technical support, having worked at Griffin Internet in various roles from 2008 to 2014. His positions included Faults Analyst, 1st Line Technical Support Engineer, 2nd Line Technical Support Engineer, and 3rd Line Technical Support Engineer. This experience has equipped him with a deep understanding of customer service and technical troubleshooting.
Previous Employment Experience
Before joining Node4, James worked at Rolls-Royce as a Warehouse Operator from 2007 to 2008. His diverse work history includes significant experience in the telecommunications sector, particularly with Cisco and Juniper technologies. This background has contributed to his skill set in managing complex technical issues.
Technical Skills and Tools
James has experience in ServiceNow ITSM Administration, which enhances his capability in managing IT service processes. His technical skills include working with Cisco and Juniper technologies, as well as advanced diagnostics in various telecommunications services. This combination of skills supports his effectiveness in his current leadership role.