Rahat Akhtar Email & Phone Number

Leeds, England, United Kingdom

Responsible for the overall delivery of technology services from initial request through toimplementation and support. Lead management responsibility for the use and adherence of the ITIL Service Management framework in Technology & Digital Services, including the development and effectiveness of the DTS Service Catalogue. Own and optimise senior business relations within and outside the organisation. Ambassador for the Combined Authority’s use of the ITIL framework internally and within the region. Lead business as usual DTS contract management working with departmental managers and Commercial Team.

Leeds, United Kingdom

Management of the ICT Service Desk service and it's staff.

Leeds, England, United Kingdom

A 18 month temporary role as the internal project lead working with an external consultant to design and implement 14 processes according to the ITIL best practice framework. Working as project lead and service desk manager.

Leeds, United Kingdom

My primary responsibility is to ensure the smooth and professional running of the support team which consists of 15 consultants. The responsibilities have evolved from my previous senior roles and now also include the following:• Making sure calls are answered efficiently and professionally• Ensuring SLA and KPI targets are met where possible, such as fault management, time keeping • Ensuring all of the procedures defined for the team are followed and monitored.• Dealing with customer complaints ensuring faults and issues are escalated and dealt with accordingly.• Training and monitoring staff to ensure standards and targets are met.• Assisting in recruitment and conducting 121’s, Reviews, Sickness and Lateness meetings which could lead to disciplining of staff.• Implementing and identifying areas in need of improvement and additional procedures• Provide weekly updates to management on the performance.• Organise and update the late shift and weekend rota for Web Support Teams• Involved in planning and administrating projects• On call HSSI (High Severity Service Incident) Manager, which includes managing the incident and ensuring all relevant parties both internal and external are informed at all time. • Represent support in internal and external meetings, such as Hosted CAB (change management) meeting

Leeds, United Kingdom

A continuation from the previous role but also doing the following duties• Pro-actively trending on the lists, KB’s and Spira Incidents reported, to see if we can establish a pattern.• Liaising with testers and development team to re-create incidents and find a permanent solution where possible or log defects for incidents.• Log, maintain and update Spira incidents and/or knowledgebase articles as we investigate incidents• Ensure customer incidents have the correct classification and priority and dealt with in a timely manner • Ensuring fault and issues are dealt with and escalated accordingly.• Provide first line consultants training on modules and upcoming changes to the system

Leeds, United Kingdom

• Supervising a team of 10 consultants and ensuring a smooth running of the team • Providing support, training and advice to colleagues• Identify and escalate fault trends and where possible suggesting faults resolutions• Maintaining a polite and professional telephone manner and dealing with customer escalations• Running daily KPI checks and assign daily tasks and ensure we are meeting SLA’s and KPI’s

Leeds, United Kingdom

• Providing comprehensive technical support and training using PCS software in over 2000 NHS primary health care• Using interpersonal communication skills with clients, field based staff, engineers & third party software companies in the form of telephone, fax, e-mail and site visits• Taking and logging calls on the Customer Database (CDB)• Database administration and maintenance, identifying problems and resolving data issues, using SQL database• Using remote desktop tools to fix software and hardware related issues.• Diagnosing software and hardware faults and seeing all issues through to resolution• Updating and maintain the knowledgebase articles as faults are resolved• Training and mentoring new staff

Huddersfield, United Kingdom

• Providing first line IT supports to staff, both software and hardware• Face to face and over the phone technical support• Hardware and Software installation, configuration and support, including PC’s and Printers• Providing training on how to use software, including Office, Email and educational software.• Managing the helpdesk• Creating and updating and inventory• Ensure daily backup has occurred• Conducting miscellaneous tasks as required by the staff such as creating databases, editing images and creating editable documents.

Bachelor'S Degree, Computing In Business, 2:2

Education record

AVCE Business A’ Level Computing Obtained 10 GCSE’s, including Maths and English