Gaurav S

As a Tech Services Lead, I'm responsible for guiding and managing our technical service operations. I lead a team of technical professionals, ensuring we deliver high-quality solutions and maintain system stability. My role involves strategic planning, project management, and fostering collaboration across departments to align our technology with business goals.

* Manage the roster of the Service Desk, allocating tasks, overall workload scheduling * Monitoring incident, changes, requests ensuring quality service * Act as the escalation point for team members * Conduct analysis and report on ICT support activities * Facilitate knowledge management and continuous improvement * Act as the point of escalation for the Service Desk, communicating with clients proactively and if required helping with escalated support queries * Manage high-priority incidents, problems and represent the Service Desk in the CAB and ensure engagement and communications are sent out promptly * Manage Service Desk Plus tickets, ensuring volumes, quality, response times, and internal KPIs are reasonable, maintaining an awareness of where issues stand and what is next * Manage IS Service Desk knowledge base, such as SOPs, processes, and training documents. This may include user training. Ensure that all processes used by the IS Service Desk are documented, regularly audited, and improved.

Monitoring an organization’s servers, networks, and computer systems for irregularities and performance issues. Analyze reports of technical problems to determine trends affecting future design, production, service and maintenance processes and recommends modifications to eliminate future problems. Raises and tracks issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to an appropriate level when required. Responsible for developing and maintaining strong relationships with both internal and external customers, driving radiologists and staff satisfaction through service excellence.

• Ensure knowledge management systems and documentation are kept up to date • Worked with team to deliver flawless customer service in managing incident restoration and service request fulfillment and monitoring the duties of the service desk team members to ensure that client inquiries are promptly attended to • Monitor all incidents and ensure timely resolution, or where that is not possible immediate escalation • Report to IT Managers on any issue that could significantly impact the business • Monitor system availability and escalate issues to Infrastructure Team • Provide support to the role of Service Desk Operators when required during periods of leave • Manage the processing of incoming calls to the Help Desk via telephone, portal, drop-in and e- mail to ensure courteous, timely, and effective resolution of customer issues

In this role I am mainly responsible for configuring all new equipment including installation and updating of software, as well as troubleshooting and network connections. Other responsibilities: • Providing technical support to customers via telephone, email and through tickets • Analyse and troubleshoot software and hardware issues • Identify and resolve issues pertaining to network configuration, web hosting and domain registration • Create help desk documentation with step by step instructions on problem resolving techniques

I was accountable for testing computer functionality and network connections, updating software, and providing timely and effective resolution of end user issues through service-desk ensuring all work completed as per the service level agreements. Other responsibilities: • Assisted end users in troubleshooting and resolving escalated IT issues • Assisted users with desktop operation both hardware and software related issue • Performed technical support, including escalation of problems and incident identification with subsequent resolution. Planned routine repairs and system upgrades. Updating tickets with BMC Remedy tool • Supervised and performed the installation of new IT network equipment, system software and desktop computer • Reporting management on a regular basis through reports, email, and presentations • Ensured functionality of desktop systems throughout teams by regular checks and maintenance • Maintained Print and Asset management reporting server • Administered the creating and supporting of IT accounts and computer systems • Vendor management: monthly ordering of hardware, software and application request, raising requisition in Oracle (BMC) maintenance for peripheral network devices – printers and scanners • Financial reporting: Updating monthly accruals for rental server and printers • Infrastructure service requests (levels 1-2) • Co-ordinate end to end service request escalations to 3rd party vendors and partners • Plan, co-ordinate and deploy new sites and upgrades • Proactive monitoring, maintenance and remediation of applications, network performance/activity, backups and site operations • Maintaining and improving IT knowledge base, support and end user documentation Achievements: • Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95% and 100% • Troubleshoot and provided software/systems support to end users • Updated and maintained asset tracker

IT support to internal Staff and projects