anca otet

service desk and support manager

About

Experienced Service Desk Manager with a demonstrated history of working in the information technology and services industry. Skilled in Incident Management, Service Delivery, Windows 7, Technical Support, and Service-Level Agreements (SLA). Strong information technology professional graduated from Universitatea „Alexandru Ioan Cuza” din Iași.

Country

united kingdom

City

united kingdom

Industry

information technology and services

Skill

service desk, itil, active directory, windows server, windows 7, microsoft exchange, incident management, it service management, servers, service delivery, troubleshooting, team leadership, technical support, situational leadership, sla, virtualization, windows, itil certified, teamwork, service desk management, prince2, service improvement, service operations, coaching, talent management, mentoring, management, sales, customer service, small business management, leadership, network administration, computer networking, operating systems, team management, sdi, foundation certificate in it service management, decision making, business strategy, people management, team development

Experience

service desk manager

scc

2015-9 - 2018-6 · 2 yrs 10 mos

* Day to day management of the Service Desk teams and delivery of defined services. * Ensure the Service Desk is resourced to provide services. * All staff performance management and development. * Recruiting staff and ensuring training programme is fit for purpose. * Drive service excellence in the team and identify areas for continuous service improvement. * Actions service escalations and ensures management visibility where appropriate. * Ensure operational processes remain fit for purpose, and all Compliance or IS Security related policies are followed and reported. * Develop and maintain understanding of business areas and their respective applications. * Ensure that all Service Desk related tools, systems and databases are maintained and fit for purpose. * Other duties as assigned by the Service Operations Manager. * Ensure the creation of templates, processes, reference material and other documentation and systems are suitable for Service Desk use; take part in service transition events where acceptance of new services is required by the Service Desk

2nd line service desk analyst

scc

2007-1 - 2014-10 · 7 yrs 10 mos

service desk and support manager

transputec ltd

2018-6 - Present · 8 yrs 4 mos

* Day to day management of Service Desks, Desktop Support , VIP & Security teams. * Developing, maintaining and overseeing all aspects of my department, ensuring delivery of an effective and efficient service, ensuring customer problems and issues are resolved promptly.

team leader

scc

2014-11 - 2015-8 · 10 mos

* Day to day management of my Service Desk team and delivery of defined services. * Hands-on e.g. answering calls and logging tickets where events require e.g. during service outages.