Eric Johnson
About Eric Johnson
Eric Johnson serves as the Global Service Desk Team Lead at Thomson Reuters, where he has worked for 13 years. He has a strong background in IT service management and has consistently achieved high customer satisfaction rates.
Work at Thomson Reuters
Eric Johnson has been serving as the Global Service Desk Team Lead at Thomson Reuters since 2011. In this role, he has been responsible for overseeing the Global IT call support teams, including teams based in Manila. He has also acted as a liaison to over 160 News Bureaus worldwide, ensuring effective communication and support across the organization. Johnson has played a significant role in the beta testing and rollout of three Global Ticketing Tools, which included the upgrade from HP SM7 to SM9.
Previous Employment Experience
Prior to his current position, Eric Johnson worked at Wells Fargo as a National Call Center Lender from 2008 to 2009. He also held the role of IP CAE Help Desk Analyst at Comcast from 2010 to 2011. His diverse experience in customer service and technical support has contributed to his expertise in managing service desk operations.
Education and Expertise
Eric Johnson earned a Bachelor of Business Administration from Concordia College, where he studied Banking, Computer Science, Computer Programming, and Business Administration from 1980 to 1984. He possesses an understanding of ITIL Foundation Process Management, which supports his role in service desk leadership and process improvement.
Achievements in Customer Satisfaction
Throughout his career, Eric Johnson has achieved a consistent delivery of customer satisfaction surveys, maintaining a 93% satisfaction rate. This accomplishment reflects his commitment to providing high-quality service and support to users and stakeholders.
Team Management and Development
Eric Johnson has successfully recruited, hired, trained, and managed two teams of IT Analysts in the United States. His leadership skills have been instrumental in developing effective teams that contribute to the overall success of the Global Service Desk.