National Service Desk Team Leader
Current• Monitoring service desk operations to ensure Service Level Agreement (SLA) and service standards are met.• Assisting clients in escalations and providing pathing a path towards resolution.• Contributed to Change Advisory Board (CAB) processes, actively participating in meetings, assessing change requests, and ensuring smooth implementation of changes.• Develop in-depth technical guides on the organization's systems and procedures.• Conduct feedback sessions with end-users and the Technology team to identify areas for potential improvement based on their insights.• Schedule, create agendas and lead project meetings, taking and circulating project meeting minutes.• Creation and maintenance of project plans, follow up of project tasks with internal and external project team members.
