Abisali Ebrahim

IT Service Delivery Lead @Mencap

Peterborough, GB

Managed the performance of all 10 members of the IT Service Desk, User Access Management and Build Team.Oversaw incidents, problems, changes, and requests. Managed and coordinated urgent and complicated support issuesIncident manager in major incidents. Escalation point for all incidents and requests.Managed the IT Service desk in dealing with internal enquiries and incidents Ensured service levels have been achieved for all teamsResponsible for ensuring that staff are meeting and exceeded expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed, and protocol observed to provideeffective customer service and meet requirements preferable through an ITIL frameworkResponsible for customer communications for service alerts, maintenance, and Major IncidentsTrained, coached, and mentored IT Service Desk Analysts including career development.Provide data and reporting of KPI’s and trends to Management and othersin ad-hoc, weekly, monthly and as neededInteracted with internal customers and external vendors.

Birmingham City University

BSc (Hons) Business Information Technology with Network Technology