Tyrone Abdo Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Macquarie Park, New South Wales, Australia

DETAILED OVERVIEW• Escalation point and technical mentoring for the Service Desk• Continuous engagement with customers to ensure service satisfaction while also understanding business requirements/ objectives and opportunities for account growth/ special projects• Ensuring SLA's are achieved, service quality and overall expectations are met or exceeded• Develop/ maintain and deliver documentation relevant to Service Desk processes and operations including work instructions and… Show more DETAILED OVERVIEW• Escalation point and technical mentoring for the Service Desk• Continuous engagement with customers to ensure service satisfaction while also understanding business requirements/ objectives and opportunities for account growth/ special projects• Ensuring SLA's are achieved, service quality and overall expectations are met or exceeded• Develop/ maintain and deliver documentation relevant to Service Desk processes and operations including work instructions and procedures• Schedule and Lead regular service desk team meetings to discuss service performance against agreed SLA’s and to discuss business updates• Conduct performance reviews for the Service Desk and establish a development plan• Conducting interviews and recruiting candidates for the Service Desk • Provide reporting to management and stakeholders • Responsible for continued asset lifecycle improvement• Monitor and maintain IT internal infrastructure and systems• Leading reviews of current business processes to identify, analyze and implement business requirements to enhance service delivery• Managing and monitoring the delivery of high quality, customer centric first and second level Service Desk services• Working closely with all service areas to proactively address ticket resolution and service improvement through the Service Desk operations.• Compose and present Business Reviews• Meet with clients (prospective & existing), alongside the Managing Director, to present and discuss their system architecture, system components, business integration options, and file specification details and handle any technical objections raised• Deliver projects/ programs of work to meet success measures including scope, time, budget, quality and customer satisfaction• Effectively manage relationships with stakeholders• Work collaboratively with clients to understand their strategic goals and recommend solutions to support their business objectives Show less

Network Admin, Web Design And Digital Media

Itil V3 Foundations, Itil