EMEA & NAM IT Service Desk Manager Managing the day-to-day functions of the EMEA & NAM Service Desk, provide technical leadership as well as be the main technical, process and service quality escalation point for the team of Service Desk Analysts. Provision of Management responsibility for a team of Service Desk Analysts Managing team’s performance in line with the department SLA and OLA’s. Collection, analysing and reporting on Service Desk statistics, providing commentary and insight regarding performance, and making recommendations for continuous improvement Providing accurate solutions that can be understood by Business users. Working with suppliers and internal IT departments to provide Business users with status updates as defined in the Service Level Agreement (SLA). Ensuring that response time and resolution time objectives are met as defined in the SLA. Promoting documentation, maintenance and use of knowledge articles, to deliver a consistent service to our user base. Being aware of the IT organisations strategic aims, policies, processes and procedures so that the users receive consistent messages. Contribution to and following of up-to-date process and procedure documentation. Communicating to Business users about any developments or changes within the business that may have an impact on their IT experience. Ensuring that Incidents and Service Requests have been dealt with to the Business users satisfaction Having a clear understanding of the escalation and Major Incident processes. Actively working with appropriate teams in IT to pre-empt service issues and minimise the impact of service issues to Business users. Keeping up-to-date with developments within the organisation that may have an impact on the user experience.

Senior management role responsible for the Global Premium Onboarding Desk, overseeing setup of Premium New Hires (IT account, application / market data / Share access, Telephony, PC hardware) ensuring operational functionality for their Day 1 arrival, in the Global Markets, Banking and Research departments. Streamlining and implementation of process and workflow improvements for Premium client Onboarding and transfers. Manage Leaver process for Markets and banking employee across EMEA. Managing a team of 4 engineers.- Built a Strong business relationship and network with Managers, admins and other business contact for the Onboarding process, and used client feedback to implement change is processes.- Set up of NT accounts, requesting of application access, drive access and hardware procurement for supported users- Perform user account and data transfers both inter-domain and cross-domain transfers including mailbox moves including exchange and transferring of mailboxes- Raise requests on behalf of clients and admins to allow staff new hires to be fully operational on Day 1, follow up on outstanding requests for the users and provide full support for users for 2 weeks after their initial start date- Manage the Onboarding of the yearly intern/graduate intake for the Markets/Banking teams in New York, London and across ASPAC region.- Improved operational efficiency with the implementation of business process improvement initiatives, ensuring processes were followed, accountable, measurable, and auditable for compliance purposes. - Implemented Problem Management processes to identify the root cause of incidents and ensure the resolution of delivery issues.- Responsible for management of Global Premium Onboarding team, directing overall department strategy and team goals.- Re-designed leavers process in conjunction with supported businesses, to counter users being added to HR leaver’s report in error, users withdrawing resignation etc.

senior service desk analyst and onboarding team senior member

service desk analyst on service desk and onboarding team

Worked for 6 years as on site technical support for shared service centre for Regus. Supporting sales call handling and finance as well as the centre team.