• Responsible for day-to-day operational delivery of service to clients.• Work along-side the service desk manager to ensure the service desk has the knowledge/skills, tools and determination to deliver service in line with KPIs; whilst working proactively with them to identify areas for improvement• Ensure service delivery function is effective by continually reviewing processes and toolset usage; using the shift left principle in order to reduce the cost burden and optimise resourcing• Adhere to and improve upon ITIL fundamental processes such as change, configuration and problem management• Act as point of escalation and owner for major incidents, problems and changes from the start all the way through to resolution/implementation• Develop and build long-term relationships with clients, review profitability, respond to feedback, conduct service reviews, provide ad-hoc reporting and perform continual service improvement• Using data and analytics generated from monitoring tools and/or service desk toolsets to identify profitability/cost burden, potential service improvements, and staff development • Perform proactive infrastructure monitoring on client IT systems to review and mitigate risks, spotting opportunities for improvement and ensuring IT system availability• Take ownership of customer on-boarding process all the way through to BAU

• Acted as the primary technical contact to deliver advanced technical troubleshooting and problem-solving solutions for corporate customers including issues escalated to the highest level of management• Collaborated on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer problems• Collaborated with subject matter experts and escalation managers when additional support is needed• Responsible for troubleshooting, resolving Azure cloud identity issues and technical issues for customers proactively. •Ensured that each support request is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments. •Maintained a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.•Resolved calls efficiently and effectively and support customers on various Microsoft cloud products

• Responded to Inquiries from Service Providers and Categorizing IT Related Issues appropriately• Provided First level support and also directing activities of a team of Network/IT Support Engineers to provide technical assistance in a timely and accurate fashion across our customers in Nigeria.• Monitored and reported performances of vendors to ensure IT Requirements are met• Improved the Automated Teller Machines (ATM) and Computing devices processes and developing a model to ensure quicker replacement of faulty parts without having to wait days – this has reduced the Mean time to Repair (MTTR) on faulty assets.• Analyzed and managed installation of Inverters and Ritar Deep cell batteries for back up purposes in all our Customers support locations across Nigeria.• Improved service availability of CWG Radio links/VSAT from 85% to 97% by regularly interfacing with service providers to manage service contracts and ensured service availability according to SLA.• Achieved prompt resolution to several faulty network equipment thereby reducing network intrruptions and saving cost for the business. • Managed an excellent business relationship with both internal and external stakeholders.• Recorded events, problems and their resolution in logs.• Followed up with support teams for relevant updates, tracking against SLA and driving towards resolution.

• Created Tickets and Categorizing IT Related Issues appropriately using System Center Service Manager (SCSM) Application.• Handled incidents and service requests using the Incident management and Request fulfilment processes. • Prepared Conveyance and liasing with vendors for effective delivery of IT Services.• Analyzed and managed installation of any new hardware or software introduced into the environment to ensure its compatibility with existing architecture, its reliability, and functionality in relation to the organization's business requirements.• Set up New User and Registering of Desktops on Wema Bank HQ Domain and Joining Network Printers to the domain.• Troubleshooting basic end user issues on various software applications, hardware, network and telecommunication systems and providing basic desktop support.• Followed up with support teams for relevant updates, tracking against SLA and driving towards resolution.• Investigated, diagnosed and resolved basic Network problems.