Team Lead - IT Customer Services
Pakistan Mobile Communications Limited - Mobilink
Total years of experience :19 years, 11 Months
Pakistan Mobile Communications Limited, better known as Mobilink GSM is a business unit of Orascom Telecom (OTH) & VimpelCom. Mobilink is Pakistan’s leading cellular and Blackberry service provider.
The Team Lead-ITCS’s role is to manage the performance of Level 1 and Level 2 services & IT support to clients (internal) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
Key Responsibilities are:
• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal stakeholders. Manage & update the Helpdesk system HP Service Manager & HP Asset Manager for routine IT support operations.
• Managing the team of 35+ Helpdesk Engineers including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support.
• Acts on the primary interface between the user community and the support staff
• Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).
• Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
• Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
• Assistance to management related to planning, budgeting & procurement of IT Assets as per business needs. Managing the whole process of IT assets including procurement, configuration, deployment, repair & maintenance, warranty claims of desktops, laptops, workstations, Printers, Monitors, UPS, Scanners, Thin clients & applications.
The Help Desk administrator’s role is to oversee the entire helpdesk staff and ensure that end users are receiving the appropriate assistance. This include the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of help desk functions.
Key Responsibilities were:
Strategy & Planning
• Establish and enforce help desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Analyze performance of help desk activities and documented resolutions, identify problems areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Plan and conduct performance appraisals of helpdesk staff, administer disciplinary action.
Acquisition & Deployment
• Prepare budget proposals and operational expenditure statements.
• Collaborate with other departments to identify and/or procure helpdesk software for internal staff and external clients.
• Conduct research on emerging products, services, protocols, and standards in support of helpdesk technology procurement and development efforts.
• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
Operational management
• Manage, update, administer the Helpdesk system Manage Engine Service Desk Plus-an ITIL ready helpdesk software with asset management (American based application).
• Managing & leading team of 7 IT Helpdesk Engineers including 3 outstation (deployed in regions) engineers.
• Manage the processing of incoming calls to the helpdesk via telephone, e-mail & Helpdesk system to ensure courteous, timely, and effective resolution of end user issues.
• Managing the whole process of all IT assets including procurement, configuration, deployment, repair & maintenance, warranty claims of Servers, desktops, laptops, workstations, Printers, Monitors, UPS, Scanners, Thin clients & applications.
• Design and enforce request handling and escalation policies and procedures.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution.
• Track and analyze trends in helpdesk requests and generate statistical reports on daily, weekly & monthly basis.
• Identify, recommend, develop, and implement and user training programming to increase computer literacy and self-sufficiency.
• Acts on the primary interface between the user community and the support staff
• Closes and documents all incidents in a timely fashion
• Logs and tracks all calls using ticket tracking system.
• Enter pertinent resolution information and procedures into knowledge base.
• Maintains assets database for user-assigned computer hardware and software. Responsible for maintaining desktop and laptop workstations and applications, Printers, Monitors, UPS, Scanners, Thin clients.
• Assists the IT department in meeting goals and completing projects in a timely manner.
• Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user.
My Key Responsibilities to overseeing day-to-day administrative issues of the IT department including but not limited to filing, faxing, email correspondence, managing IT inventory & its movement and supervising non-executive staff. Also responsible for directly assisting Head-IT in collecting and compiling various management information and reports. Compiles, assimilates and prepares confidential and sensitive documents, and briefs the Head IT regarding content. Reads and screens incoming correspondence and reports; makes preliminary assessment of the importance of materials and organizes documents; handles some matters personally and forwards appropriate materials to the Head IT and staff.
Acts as liaison between the Head IT, subordinates or others, by transmitting directives, instructions and assignments and following up on the status of assignments.
Produces a variety of documents, charts, and graphs in final form
Recommends actions to be taken on office expenditures such as equipment and supply needs.
Monitoring, Tacking, optimizing store activities, Utilizing the resources efficiently and effectively in timely manner. Scheduling, items Resource Planning and scheduling, Stacking, Storing and keeping records updated of day to day operations.
Communicating with other departments. Overseeing stock control and processing orders.
Keeping stock control systems up to date.
Planning future capacity requirements.
Producing regular reports and statistics on a daily, weekly and monthly basis.
Administrative direction and support for daily operational activities of the IT department.
Manage financial aspects of the IT department, including purchasing, budgeting and budget review.
the deployment, monitoring, maintenance, development, upgrade and support of all IT systems, including telecommunications, servers, PCs, operating systems, hardware, software, peripherals and Office Automation equipment.
To control the process of IT inventory of more than 113 branches of KBL, regarding its procurement, issuance to branches, repairing/replacement procedure and keep a track record of inventory. To prepare different reports and managing file work.
Key Responsibilities were:
• Safety Products International (Pvt.) Ltd is a stitching and manufacturing company that deals with different type of safety products, hosiery and garments in Pakistan. My key responsibilities were to estimate and issue the raw material to the production department. To make sure that material is being used properly, maintaining the inventory record and periodically checking the records of store managers. Making routine visits to the production department, to check the wastes and preparing the bad reports of wastes.
• To develop and maintain their IT department, managing company LAN and its solutions, procurement of computers and different network components.
Physical handling of Cash
Preparation of Petty Cash vouchers
Generation of vouchers from accounting software
Custodian of Cheque books, Deposit Slips, Personal File, Locker, Cash, Shares Certificates and Payroll Records
Preparation of analysis of monthly utility bills (Example: Overseas calls details from telephone bills).
Issuance of Gate pass for assets other than computers going out of the office.
Dealing with banks, insurance agents, and others
Payments to suppliers/ Contractors and services renders
Bank Reconciliation Statements.
Prepare different reports and managing file work, developed interpersonal skills.
Major IT Subjects • Operating Systems • Computer Architecture & Design • Database Management System • Managing Software development • Internetworking Technologies • Telecom Technologies & Systems • Network Management • System Security • Wireless Communication system Major Management Subjects • Management theory & practice • Financial Management • Management Accounting • Business Economics • Legal Framework & Legislation • Financial Accounting • Business Communication • Business Research Methods
B.Com-IT