IT Service Desk Team Leader

• Jun 2015 - Present

•Improved TTR (Total Time to Resolve Incidents) and SLA’s (Service Level Agreement) for all clients under my care.•Creating various reports including daily, weekly and monthly KPI reports as well as customer satisfaction analysis.•Monitors the SLA progress and take necessary action to avoid SLA breaches.•Coach less-experienced technical support agents on work processes and procedures.•Provide feedback to agents regarding their day-to-day and overall KPI.Ensure the less experienced members of the team use effective troubleshooting techniques; maintain client satisfaction and one-call resolution whenever possible.•Apply ITIL framework.•There may be the occasional need to provide direct field support (in person) for installations and IT Support in any Injazat office or any location.•Provides support to walk-in users Or Injazat VIP employees, either in troubleshooting, installation of software or any Hardware issue.•Provides accurate information and supports Service Management in all areas of process.•Interacts within groups at all times.•Supports the IT Service Desk information database and ensures process is in place to obtain accurate information at all Times.•Monitors case backlog and advises less-experienced technical support agents on problem resolution procedures.•Notifies and liaises with resolution groups (including Incident & Problem Management) of all critical and major impact Cases.•Monitors technical support call queue and technical support agent productivity.•Ensures that all calls are handled in a timely manner, especially for outages alleviating long hold times through Allocation of resources within the group.•Train new hires to the team on standard processes and procedures. Train current team members on new processes and Procedures.•Assess day-to-day technical competency of staff , Review cases and monitor Calls to determine if agents identify problems correctly and follow through with appropriate action. Show less

Senior IT Service Desk

• 2012 - Jul 2015

Help Desk Technician

• Apr 2009 - 2011

Duties & responsibilities: •Receive incoming calls, take notes, and address client needs in a manner conforming to service level specifications. •Escalates technical issues as appropriate. •Interact with support organizations to ensure restoration of service and/or identification and correction of core problems. •Submit password and program configuration changes as needed. •Troubleshoots incoming calls from clients regarding problems with desktop functionality, network connectivity, and application support. •Log issues and either resolve them or ensure they are dispatched to the applicable support group. •Ensure Proper Issue Tracking troubleshoot network connectivity and server ability. •Consult with network and server teams to confirm outages. •Track customer impact from server and network problems. •Ensure follow-up on unresolved cases. •Redirect cases as needed. •Research emerging and known issues with client products to better evaluate and troubleshoot. •Ensure problems are properly investigated, and that issues found through investigation are corrected or escalated to the proper parties for resolution. •Escalate problems as necessary to ensure contractual agreements are met. Show less