Andrew Brailsford
Support Manager, AMVIA
Professional Biography
Andrew Brailsford is AMVIA's Support Manager, responsible for leading the support function and ensuring that clients receive responsive, reliable technical assistance. He oversees helpdesk operations, service delivery quality, escalation processes, and the day-to-day performance of the support team.
Andrew's focus is on maintaining the high standards of service that AMVIA's clients expect. He manages SLA adherence, monitors ticket quality, and works continuously to improve the support experience — making sure that when clients need help, they get it quickly and effectively.
Areas of Expertise
Helpdesk Operations
Running AMVIA's helpdesk function, ensuring efficient ticket handling, appropriate prioritisation, and timely resolution.
SLA Management
Monitoring and maintaining SLA performance across AMVIA's client base, with proactive escalation when standards are at risk.
Team Leadership
Leading and developing AMVIA's support team, ensuring they have the skills, tools, and processes to deliver excellent service.
Service Improvement
Identifying and implementing improvements to support processes that enhance the client experience and operational efficiency.
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Questions about AMVIA's support?
Andrew leads the team responsible for day-to-day support at AMVIA. If you want to understand how our helpdesk operates or what our SLAs cover, he is happy to walk you through it.