Khalida Khan Email & Phone Number

Warrington, United Kingdom

Manchester, United Kingdom

My role is to ensure that the Your Housing Group ICT Service Desk deliver first class support service to satisfy the needs of our customers (internal & external) 24x7 and I demonstrate this by providing leadership, motivation & direction to the ICT Service desk team. This also includes me working with customers and management to ensure our investment in technology is being exploited to its full potential. I conduct regular service reviews with customers and suppliers to ensure we are meeting… Show more My role is to ensure that the Your Housing Group ICT Service Desk deliver first class support service to satisfy the needs of our customers (internal & external) 24x7 and I demonstrate this by providing leadership, motivation & direction to the ICT Service desk team. This also includes me working with customers and management to ensure our investment in technology is being exploited to its full potential. I conduct regular service reviews with customers and suppliers to ensure we are meeting this promise. I manage the ICT service management (service desk tool) system, ensuring all incidents are tracked to help deliver high quality incident management capabilities along with problem management in line with the ITIL framework. Using our service desk tool I keep track of SLA’s to assess if they are being met or breached and work with the team to reduce the breached rates. I am the primary interface of all operational issues and I am the first point of contact for all escalations and work closely with customers to reduce any further impact or risk. I co-ordinate the tracking and maintenance of all YHG ICT assets, ensuring that client hardware is provisioned in a cost effective and necessary manner and maintain positive relationships with suppliers & partners I am solely responsible for providing detailed performance reporting for the service desk function including benchmarking information to help develop strategies to improve service levels as necessary. I also use the data within the reports to develop and progress items within the Service Improvement Plan through to implementation. I am currently working to develop the service desk function in line with ITIL best practice. To create a continuous improvement ethos within the service desk function. I am regularly looking into identifying areas where we can gain cost efficiencies by analysing costs such as mobile phone billing and mobile device deployment policies. I am also a key player in the development of Show less