Senior Analyst (Service Delivery Specialist)
Aggreko
Total years of experience :12 years, 3 Months
• Supported around 2000 users across Asia, Middle East and Africa and being responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met.
• Act as a mentor and provide oversight, coaching and training to technical support staff and also be the point of contact when it comes to escalations.
• Record and track team SLAs. Assist in the creation of the team KPIs as well as monitor and report on results.
• Manage and drive all services through the adoption and implementation of ITIL processes/procedures and maintains a sense of customer service and measured client satisfaction.
• Act as an escalation point for sensitive issues including managing VIP incidents.
• Create and document SOP/Presentation for the ServiceDesk process.
• Organize regular calls with stakeholders for continuous service improvement.
• Ensure priority calls and Major Incidents are escalated to the respective service owners. Liaise with all internal service delivery teams to maintain a consistently high level of service.
• Assuring timely notification for the client's leadership by sending out maintenance and service interruption notifications as soon as there is any disruption to services provided.
• Raise Problem tickets when necessary and follow up for an RCA with the teams involved.
• Escalate IT security incidents to the ATS Security team. Assist the Security team with endpoint vulnerability and security remediations.
• Ensure effective management of supplier and negotiate with them resulting in cost savings.
• User administration (AD account creation & deletion, group membership, file server permissions), application access provisioning (Infor M3, Infor Cloudsuite, Salesforce, internal applications)
• Provide support for windows clients as needed with regards to VPN, network connectivity, hardware/software issues.
• Queue Management within the ServiceDesk and Internal support team.
• Create and manage mailbox, distribution list from the Exchange console.
• Managed the ERP access audits for the region.
• Image, Configure and deploy apps using SCCM.
• Initiate virus scans from Traps and Cortex admin console for security alerts.
• Intune device management for iOS and Android devices.
• Account management via Microsoft Identity Manager
Work on tickets raised by users and escalate as needed to the support teams. Consult with multiple teams to get the issue resolved.
•Provide support for internal users with regards to VPN, network connectivity, hardware/software issues etc.
•Worked on Active Directory, Security groups, Distribution lists, Mailboxes.
•Image machines using SCCM2012 and push software packages using SCCM to machines.
•Manage Printer and File Services.
• User administration (account creation & deletion, group membership, file server permissions) using Win2K3 Active Directory services with Exchange 2003 for UK based customers (Remote Support).
• Resolve incidents or to assign the incident to the respective support teams or to the 3rd Party with initial diagnostics and ensuring SLAs are not breached.
• Troubleshooting and resolving complex hardware and software related issues.
• Manage high priority issues like Sev0 and Sev1 affecting IT, Network and Business.
• Ensure that Priority 1 calls are immediately escalated to the Service Support Manager and be a part of Major Incidents raised, involve in getting them resolved along with Duty Mangers and Service Incident Managers (UK Based).
• Prepare status reports and circulate interorganizational communications and notifications.
Worked for the Belkin US process.
•Troubleshooting of home-based routers.
•Configuring ports and firewall on home routers.
•Managed both Cable and DSL modem routers using the GUI.
•Awarded the best CSAT and Team performer on multiple occasions.
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