Service Desk Team Lead
CurrentProvisioning, managing, and monitoring Active Directory accounts. Processing Servicenow incidents and service requests initiated by users using either the self-service portal, email, or telephone.Documenting the information provided by the user and maintaining up-to-date service desk records. Taking weekly, monthly, and yearly performance reports and monitoring the agent queue and their performance. Organizing the meeting with the client and sharing the SLA reports, performance reports, and daily meetings.
Jun 2024 - Present
