Service Desk Team Leader provides exceptional leadership in help desk environments.Provides technical expertise to team members and supervises goal progression.Professional has a Bachelor’s Degree in Information Technology and ten years of experience as a Service Desk Team Leader.
Exceptional customer service skills
Provides consistent leadership
Provides technical expertise to team members
Strong troubleshooting and problem-solving abilities
Extensive knowledge of hardware, software, operating systems, Service Desk tools and Remote Access
Ensures deadlines are met
Completes all documentation on a timely basis
June 2009 to July 2014 New City Technical Solutions, Inc.Â—London, UK Service Desk Team Leader
Performed quality evaluations of Help Desk services and designed programmes for continuous service improvement.
Provided technical expertise to team when needed.
Monitored progress toward goals.
Spot-checked work to ensure Help Desk Staff were knowledgeable and courteous.
Provided written reports and documentation to management.
Offered telephone support to technology users.
May 2003 to May 2009 Business Professionals, Inc.Â—London, UK Service Desk Team Leader
Provided regular training opportunities to keep Help Desk staff technologically up-to-date.
Focused on superior customer service delivery and led by example.
Evaluated team-member technical skills and provided corrections plans as needed.
Updated help desk manuals and guidelines as technology needs changed with new software applications.
Monitored service calls for courtesy and patience.
Utilised Remote Access and Desk Service Tools to provide on-site troubleshooting assistance from distant location.
2002 London Pacific University, London, England Bachelor’s of Science degree in Information Technology