Lenovo

• Highly motivated individual with a proven track record to deliver results and lead a team through change and challenging circumstances
• 7+ years experience as a People Manager in an IT production Service Desk support/Service Desk environment
• Proven ability to build and maintain strong working relationships with business and technology partners
• Ability to understand complex information and summarize in a clear, concise fashion
• Strong understanding ITIL processes and procedures including Incident, Problem and Change Management
• Certified in ITIL V3 , Project management.
• Analyze performance of Service Desk activities to identify any problem areas
• Evaluate  Service Desk Engineers performance, provide feedback, take corrective actions and oversee their training and development, through coaching and mentoring
• Manage and coordinate the escalations, critical  and complex  support issues to the correct IT teams
• Establish reporting  and performance metrics to measure SD effectiveness and productivity
• Provide first call support for user or site issues to include Applications Desktop,Laptops, IPAD’s, Wide Area Network, Local Area Network and Video Conferencing etc
• Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Build operational capability, drive Key KPI and matrices
• Understanding of the scope of Service Desk functions , build a referenceable database of known issues and problems
• Proficiency with operating systems and Microsoft Office suite

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