Hammad Baig Email & Phone Number

United Kingdom

London, England, United Kingdom

Milton Keynes, England, United Kingdom

· Managing the shift on the service desk and assigning workload to other technicians· Responsible for progressing major incidents, being the major incident manager, sending out regular updates and keeping the customer and the business informed on progress· Responsible for actioning regular Problem Management within the team, from daily identification of common incidents that need to be converted into Problem tickets for Senior Engineers to investigate· Responsible for direct management of a team of analysts· Responsible for performance management of a team, including regular performance reviews at both team and individual level· Responsible for developing a team of technical engineers, including identifying skills gaps, creating skills matrices, developing, implementing a training programme at both team and individual level· Responsible for inputting into the development of individual and team objectives and actioning annual objectives setting meetings, mid-year reviews, and end-of-year appraisals, including performance grading and salary recommendations.· Responsible for the recruitment and selection of new team members.· Responsible for owning and developing the knowledge base for the team and the supported customer base, ensuring that knowledge is documented and shared· Responsible for collating information and inputting into the formal complaints process.· Proactively monitoring & ensuring progression of all tickets.· Reporting as needed daily, weekly, and monthly statistics on Service Desk performance. · Part of the Service Desk Management Team

Milton Keynes, England, United Kingdom

· Maintaining crucial business systems such as website, network drives, VPN, extranet etc· Receiving live inbound calls and making outbound calls· Working with a priority system and using an incident log system to record all calls with clear documentation· Working with fixed SLAs· Assisting other technicians, sharing my knowledge, and maintaining knowledge articles· Training new technicians and training existing technicians on new functions and features· Managing the shift on the service desk and assigning workload to other technicians· Troubleshooting of hardware systems in stores including monitors, printers, PC, phones etc· Supporting Virtual Machines· Supporting EPOS System· Supporting hardware systems such as monitors, printers, servers, clients, routers, desktops etc· Configuring Hardware such as clients, printers, hosts, laptops, and routers.· Liaising with third party software and hardware vendors to manage incident and ensure they are resolved within the SLA.· Supporting Corp, Franchise and Store users· Providing Network, Hardware and Software Support· Data management, VPN and Active Directory administration of stores across UK, ROI and Switzerland and Corp users.· Managing store data and providing required details using T-SQL, Tableau etc.· Administration and monitoring of network virtualization equipment - Cisco router, Meraki, Windows Server 2012, Exchange Server, O365, VPN, SCOM etc

Letchworth, England, United Kingdom