Anthony Ogunjinmi Email & Phone Number

London

London, United Kingdom

- Manage and supervise a team of service desk analysts in order to ensure that all work schedules are completed to a consistently high standard and within set SLAs. - Coaching and mentoring team members in order to ensure that ‘best practice’ disciplines are carried out at all times and the projection of a professional image and service excellence is portrayed to all internal and external customers - Identify underlying causes of problems, and develop procedures to prevent re-occurrences including improved documentation, process change and training requirements - Hold responsibility for ensuring that all members of the team have a thorough understanding of supported systems and associated troubleshooting/problem resolution skills in order that the service desk can function effectively in the absence of any team member - Keep abreast of all product developments and issues which could affect the performance and effectiveness of the team - Conduct individual team appraisals and performance reviews - Problem management – basic and in-depth- Documentation relating to faults /resolutions and supporting material - Act as the point of escalation for the service desk team for any customer escalations and outstanding hard to fix faults, ensuring faults are escalated where necessary- Collate feedback from team members and put forward system/process improvements - Ensure the major incident Process is followed, as and when required and manage this through to resolution - Analysing customer feedback received through ITSM focusing mainly on negative feedback, performing root analysis to find out if and where the analyst has been at fault and providing feedback to the customer- Creating knowledgebase articles and ensuring current ones are still relevant

London, United Kingdom

- Installing and configuring new workstations (laptops and desktops) in Windows environment- Supporting users using laptops, thick clients and virtual machines (VMWare environment) both on site and remotely using Dameware, Lync and Gotoassist. - Supporting staff ranging from secretaries to lawyers and VIP users both face to face and over the phone - Setting up new user accounts in Active Directory and also setting up email accounts in Microsoft Exchange 2010. Also responsible for managing leaver accounts and removing them from the system- Creation of network folders as well as modifying folder permissions to grant/restrict access - Installing and configuring printers and photocopiers as well as troubleshooting any issues- Configuring blackberry devices and users on BES 12 as well as troubleshooting issues with the devices - Maintaining asset records and writing technical documents for both in-house users and external clients- Supporting video conferencing units and able to diagnose issues (Currently Polycom but previously Tandberg- Resolve network configuration problems, software and hardware conflicts.- Responsible for designating tasks amongst service desk team- Escalating issues to 3rd line and other teams in the department- Dealing with any conflicts/complaints raised from users with the Service Desk- Responsible for daily backups and file restores when needed- Ordering consumables and chasing up 3rd party suppliers to deliver service requests that are urgently needed on the network- Ensuring service desk requests assigned to me are completed within the agreed SLAs in line with ITILv3 standards - Supporting users with dictating software (Bighand and previously V7)- Ensuring knowledgebase articles are up to date and still relevant- Ensure assets are kept up to date