Service Desk Team Lead
Future Pipe Industries
مجموع سنوات الخبرة :19 years, 7 أشهر
Accountable for defining process & procedures for the service desk to manage the incidents and service request
Planning the world class ITSM based on ITIL best practices
Executing Incident Management, Change Management & Problem Management
Supervising the development, implementation and administration of service desk staff training procedures & policies
Controlling resource planning, recruiting, performance evaluation and appraisals of the team
Evaluating performance of service desk activities and documenting resolutions, identifying problem areas and devising and delivering solutions to enhance quality of service and to prevent future problems
Implementing service desk service levels agreements in consultation with end users / business heads to establish problem resolution expectations and timeframes
Handling the Software deployment through SCCM (Microsoft System Center configuration Manager)
Managing IT Procurement process for IT Products and Services purchase at corporate level and ensure to result in the best buy in terms of functions to be performed and select IT products and services based on a number of pre-determining criteria which are designed to show empirical differences between the proposals
Building and maintaining vendor relationships and ensuring that company assets are maintained responsibly
Carrying out research on emerging products, services, protocols, and standards in support of service desk technology procurement & development efforts
Managed the work as Change Supervisor, evaluated and commended change request after consulting with the CAB, implementing the changes
Cooperated with support organizations (Quality and Learning, Operations etc.) & implemented process improvement opportunities
Handled software rollouts, approved change request and implemented the changes
Imparted training to new hires and the team members on Active Directory and Exchange
Spearheaded activities in transitioning the Level II Desk from GE to HP, as part of transition tested and implemented Solution desk SD tool, SPOC for Solutions Desk tool for INDIA.
Managed the SPOC for Service Delivery
Generated service delivery reports, service improvement plans and drove incident management, change, problem & knowledge management
Identified SLA’s & OLA’s to ensure service delivery compliance
Maintained client relationships via daily / weekly / monthly service review calls, various presentation, service improvement calls & other analytical calls timely
o Msc (IS) from O.U.P.G.C.S in 2003 with 65%.
o B.C.A from O.U.P.G.C.S in 2001 with 64%.