Global Service Desk Manager
United Arab shipping company
مجموع سنوات الخبرة :16 years, 1 أشهر
- Managing an IT Service Portfolio of desktop and application management systems and service worth more USD 20 million.
-Consolidated the fragmented help & support systems to one 24x7 Global ServiceDesk managed from one location, thereby streamlining processes and cutting operational overheads by 35%
-Implementing the desktop application imaging process and SCCM to ensure organization wide standardization of systems and infrastructure resulting in better managing inventory
- Implemented an optimized SLA and OLA framework with internal and external stakeholders to improve response and resolution times by 15%
- Developing long term relationship with vendors to supply Hard Ware equipment and consumables for end users resulting in saving more than USD 100, 000 Setting up the budget and managing within the approved limit.
-Managing Global Service Desk team in different Locations.
-Draw up specific schedules for help-desk team, proactively monitoring workload based on business user/usage patterns, holidays, paid/unpaid time off, peak times, etc., and adjust their shifts as necessary to support business requirements
- Check the log sheets of urgent all technical and business issues to be addressed, covering complicated support issues that are escalated by team members. ---Collaborate with IT partners to ensure issues and problems are addressed through user education, internal training/documentation and 'Root Cause Analysis' wherever possible.
- Analyze information on typical types of incidents to determine causes and document the findings; identifying patterns or links among or between incidents, and direct next steps required by type of incident/issue or recommend new approaches to resolving similar issues.
-Report to C levels on any issue that could significantly influence the business
-Novitiate and establish the SLA, OLA, and UC with all support teams.
-Managing and monitoring team performance to ensure best quality of service
-Establish guidelines for planning, implementation, control, review and audit of Global Service Desk, to meet user/business expectations.
-Attend to user complaints on helpdesk support, identify, and resolve problems in service delivery and initiates actions to maintain or improve.
- Develop and lead a team of service desk professionals to address all technical/non-technical issues/queries various levels.
-Motivate the team to adhere to Service Desk best practices and deliver outstanding customer service and satisfaction to users across the globe.
-Assist in the professional and technical development of team members enabling them to set technical goals, monitor, mentor, coach, and assist team members to deliver quality support.
- Generate weekly, monthly, and ad hock reports on users issues notified and been acted on, and develop metrics and templates to evaluate response time and solution solving skills of the team/executives.
-Develop training frameworks and programs to help the team keep updated about changes to the application both new and enhancements.
-Undertake regular reviews of helpdesk team and conduct appraisals in accordance with the Company’s Performance Management system and policy.
-Gather Users Requirement and provide IT solutions with Business support Unit.
-Build up service catalogue for IT departments for all the services provided and ensure that it meets customer expectation for resolving issues.
- Gather requirements from different departments, partners and 3rd party vendor and ensure the implementation and rollout of process and procedures
-Search always for tools opportunities and process to improve IT services based on the feedback received from customers and business partners
• Responsible for two of the Strategic Key Accounts in Abu Dhabi.
• Developing a strategy and sales plan to address the designated account list.
• Achieve the Sales targets set by management as per sales strategy.
• Aggressively networking and marketing to spread the name and image of the company.
• Generating, maturing and following up on leads.
• Identifying key customer requirements and explaining to customer how our company’s products or service satisfy their needs
• Negotiating and closing sales deals.
• Following-up with customers to ensure satisfaction and expand business opportunities.
• Working collaboratively with sales teams and pulling together resources wherever appropriate.
• Negotiated Channel/Partner activities, such as Cisco, Dell and MS, for integrated solutions.
• Develop and present proposals that convey business needs and client benefits
• Managed daily functions of helpdesk department and representing it at required meetings.
• Assisted in fine-tuning and implementation of Policies and Procedures.
• Participated in coaching, reviews and training assessments of helpdesk agents in conjunction with department managers.
• Worked closely with management to achieve team and department goals
• Intervened in all issues that have gone beyond the capabilities of the help desk.
• Analyzed calls volume on continuous basis. Kept manager informed of calls volume changes. Made recommendations if more staff is required or if change of process will assist in meeting Service Level Agreements (SLA’s).
• Interacted with other departments to ensure ServiceDesk assistance is being administered properly and projects are being done as per schedule.
• Completed performance evaluations for all employees in the help desk.
• Escalated major issues that have direct impact on the business to the attention of the managers and followed up on them to ensure the fastest resolution.
• Counseled and motivated of team.
• Provided technical assistance over the phone, diagnosed and troubleshot a full range of technology-related issues; including desktop and laptop hardware, commercial off-the-shelf software, custom applications, and network problems.
• Supported multiple networking protocols (specifically TCP/IP and Ethernet).
• Acted as a customer advocate.
• Interacted with internal department and external department resources for problem determination, resolution, and escalation
• Performed a higher level of research and trouble-shooted to gain first contact resolution.
• Document exact work process within calls tracking software accurately.
• Provided technical assistance over the phone, diagnosed and troubleshot a full range of technology-related issues; including desktop and laptop hardware, commercial off-the-shelf software, custom applications, and network problems.
• Supported multiple networking protocols (specifically TCP/IP and Ethernet).
• Acted as a customer advocate.
• Interacted with internal department and external department resources for problem determination, resolution, and escalation
• Performed a higher level of research and trouble-shooted to gain first contact resolution.
• Document exact work process within calls tracking software accurately.
• Acted as point of contact regarding technical issues.
• Installed Microsoft applications on Macintosh computers, which require solid understanding of Mac OS 8.6, 9.x.x, and 10.x.x.
• Provided support for various Microsoft products like Word, Excel, Power Point, and Virtual PC.
• Reproduced customer problems, debugged, documented, developed products and tools
• Provided cases for different technical trouble shooting issues as well as the optimal corresponding resolutions using KB Articles
• Worked closely with Engineering to facilitate feedback and support for effective support.
Bachelor of Commerce - Management Information Systems, E-Commerce