* Oversaw and managed, requests, problems, changes and owned incidents, until resolved on a 170-customer network.* Managed customer expectations driving continuous improvements in service desk processes through the identification and trending of key performance indicators (KPI) using Service Now.* Supported local leadership on a regular and ad-hoc basis. Advising them of pipeline ICT projects. Answering any queries raised. This resulted in engagement and achieving “buy in” and subsequent customer adoption.* Co-ordinated developed, implemented, maintained and supported CBRE’s global leadership ICT business strategy.* Communicated with Senior Stakeholders of the phased approach and brought users on the journey imparting on them the end goal and the benefits it would bring.* ICT lead with relevant departments to identify ICT requirements and solutions and helped in the decision making process.* Maintained a Risk Register an identified potential security risks and provided recommendations to mitigate these risks.* Worked with CBRE Global ICT (Dallas) and EMEA (London) providing ICT support and awareness.* Local ICT Lead with the Global Security Team to promote a quality and risk management culture to minimise threats by engaging with customers making them aware of the latest threats by “best practice tools”, methodologies and performance measures.* Engaged with Senior Stakeholders and held weekly update meetings while working on migrating MS Access databases to Salesforce on a phased approach. Resulting in all departments migrating.* ICT Project Management of 150 m2 office re-fit valued at €3.5 million.* Developed, updated and maintained ICT support and technical documentation.* Project Managed hardware upgrades and worked with vendors and suppliers in line with CBRE global standards (ITIL).* Worked with HR and Finance on Capex budget for ICT requirements.