Håkan Cahling Email & Phone Number

Sundsvall, Se

Sundsvall, Västernorrland County, Sweden

Works as second line with business applications as an application manager. In the SDM role working as a bridge between the outsourced Service Desk and the Business. In the role as Change Coordinator i work with Change Proposals and RFC:s so that we have an overall prioritization of the work that needs to be done.

Sundsvall, Västernorrland, Sweden

Support manager within Service Desk, looking over processes and improvements as well as user satisfaction.

Sundsvall, Västernorrland, Sweden

Working as a resource consultant at Telia Company with GRC processes and Priority Controls in the Billing area. Expanding the mission with quality and test setup in the test area. Helping Customer Care occasionally.

Sundsvall, Sweden

Operative Team Lead for the Onsite IT technicians at our seven sites in Solna, Sundsvall, Gothenburg, Luleå, Vilnius, Oslo, Helsinki and Copenhagen.As the Team Lead for the agents I am responsible for the daily operations, to oversee knowledge base and inform the team about news. This includes planning and coordination of the different sites depending also on local regulations. Also acting as the hardware SPOC for vendors when it comes to service questions and… Show more Operative Team Lead for the Onsite IT technicians at our seven sites in Solna, Sundsvall, Gothenburg, Luleå, Vilnius, Oslo, Helsinki and Copenhagen.As the Team Lead for the agents I am responsible for the daily operations, to oversee knowledge base and inform the team about news. This includes planning and coordination of the different sites depending also on local regulations. Also acting as the hardware SPOC for vendors when it comes to service questions and escalations.Managed the IT Service Desk SDM role and worked with handover to our in housed new IT Service Desk together with internal team until November 1st, 2019. Outcome worth to mention:- Established an IT Corner with four technicians from a parallel group. Summary:- Operative Team Lead for the IT Corner agents- Operative SPOC for the coordination within our responsibility towards other stakeholders- Plans new establishments of IT Corners together with group manager.- HW SPOC, now including service and warranty escalations Show less

Sundsvall

My main objective as the Service Delivery manager was follow up on performance as agreed on the SLA: s and KPI: s. The daily work was highly intense in user and provider contacts, service owners’ and application owners’ contacts. It was a high frequent operative role with daily complaints and escalations to handle. I improved the service by networking with several internal contacts. The role as Service Manager for IT-Corner and IT-Self Support was maintained.Outcome worth to… Show more My main objective as the Service Delivery manager was follow up on performance as agreed on the SLA: s and KPI: s. The daily work was highly intense in user and provider contacts, service owners’ and application owners’ contacts. It was a high frequent operative role with daily complaints and escalations to handle. I improved the service by networking with several internal contacts. The role as Service Manager for IT-Corner and IT-Self Support was maintained.Outcome worth to mention:- Executed the offshoring within the earlier decided timeframe and within first year improved user survey average from 3.90 to 4.34 and still climbing.The service desk service is delivering a user survey, which was looked into by me each month for trends and single issues to catch and improve the service. After the dip in the user experience after the transition, we turned the trend and we were on a good way back to the good user experience before the transition.I have also had the role as Hardware SPOC for Sweden in the HW team. In that role I worked with the lifecycle of HW computers, including; evaluation of new products, order process, service and end of life activities.Summary:- Service Owner for IT Service Desk, IT-Corner and IT Self Support tool- SPOC for the IT Service Desk Area- Sets the demands to the provider from a user and usage perspective- Publishing disturbance information and service breaks info on the Intranet- HW SPOC; evaluation, lifecycle management Show less

Sundsvall

Service Delivery Manager for the outsourced and offshored Service Desk. Outcome worth to mention:- Executed the offshoring within the earlier decided timeframe and within first year improved user survey average from 3.90 to 4.34 and still climbingMy main objectives is to see that the daily production of Service Desk is performing as agreed on the SLA: s and KPI: s. The daily work is highly intense in user and provider contacts, complaints and escalations, service owners and… Show more Service Delivery Manager for the outsourced and offshored Service Desk. Outcome worth to mention:- Executed the offshoring within the earlier decided timeframe and within first year improved user survey average from 3.90 to 4.34 and still climbingMy main objectives is to see that the daily production of Service Desk is performing as agreed on the SLA: s and KPI: s. The daily work is highly intense in user and provider contacts, complaints and escalations, service owners and application owners contacts. Since I started we have improved the service by networking with a number of internal contacts. Show less

Collect user and organisational demands and summon them to our service providers.Outcome worth to mention:- Executed around 70 improvement requests for the IT Service Portal without TeliaSonera costMy responsibility as a service owner was to collect and turnover the demands from users to our vendor. One ownership is the IT Service Portal which is used for trouble tickets, orders of computers and applications among other needed services for the users’ daily work. I also… Show more Collect user and organisational demands and summon them to our service providers.Outcome worth to mention:- Executed around 70 improvement requests for the IT Service Portal without TeliaSonera costMy responsibility as a service owner was to collect and turnover the demands from users to our vendor. One ownership is the IT Service Portal which is used for trouble tickets, orders of computers and applications among other needed services for the users’ daily work. I also updated the Intranet on the services PC WPS are providing together with our communications manager. The Intranet environment is based on SharePoint. Show less

Sundsvall, Sweden

During my relatively long employment within TeliaSonera we have reorganized a number of times. Outcome worth to mention:- Launched the solution to TeamLinks which finally was the breakthrough for executing merge with copany common IT platform.The “red thread” has always been within the workplace (TeliaSonera standard computers) area with a user focus perspective. During the way a lot of contacts has been made, within the whole business area in Nordics and Baltics. Our group… Show more During my relatively long employment within TeliaSonera we have reorganized a number of times. Outcome worth to mention:- Launched the solution to TeamLinks which finally was the breakthrough for executing merge with copany common IT platform.The “red thread” has always been within the workplace (TeliaSonera standard computers) area with a user focus perspective. During the way a lot of contacts has been made, within the whole business area in Nordics and Baltics. Our group has had the cost responsibility during this time with focus on the services.I will not describe all of the tasks here, but worth mentioning are; user networking, team manager, substitute for my manager and provider contacts. Show less

Sundsvall, Sweden

I started as photographer and video editor and also learned the broadcast technicians work. When later the position as TOM was free, i applied and was elected for that job as well.Outcome worth to mention:- Together with the publisher developed a one man team way of workingThe TOM is participating in the top management of a TV station together with the responsible publisher. The TOM is also publisher’s right hand when it comes to new employees.The TOM: s… Show more I started as photographer and video editor and also learned the broadcast technicians work. When later the position as TOM was free, i applied and was elected for that job as well.Outcome worth to mention:- Together with the publisher developed a one man team way of workingThe TOM is participating in the top management of a TV station together with the responsible publisher. The TOM is also publisher’s right hand when it comes to new employees.The TOM: s responsibilities is to see that all of the technical equipment works and is maintained and develop for the future. The cooperation between the publisher and editor is very close. All to see that the station is cost efficient and driven in a professional way. Show less

Sundsvall, Sweden

This was my first employment after school and i worked with sales and repairs of PC and Amiga computers.

Lead Without Being Manager

Without having actual employees reporting to you you can have a position that is leading activities or people. Two day training in open.

Education record

Foto-Film-Video

Engineer'S Degree, Electrical And Electronics Engineering

Activities and Societies: Torkhold Telacommunications