Declan Trew
Team Lead - Service Desk (Apac Emea) @Kinaxis
Signup · Get unlimited contacts
WORK HISTORY
Team Lead - Service Desk (Apac Emea) @Kinaxis
Managing a team of five technicians located across Japan, India, Netherlands and Romania, responsible for ensuring above and beyond IT support is maintained predominantly across the APAC & EMEA regions for 600 staff and supporting across the entire business of staff. Managing such a broad team with time zone difference being a key factor can be extremely challenging at times but i split my day as best possible to ensure i am gaining valuable time with my entire team and customer base, focusing on key issues, processes and achievements raised o Managing a team of 5 across the world, ensuring sufficient support is given to our customer base. o Running biweekly 121s and monthly APAC/EMEA team meetings o Yearly pay reviews and bonus payments o Yearly appraisals and quarterly check ins to ensure progress is on track o Overtime and on call management o Japan, India and Netherlands office maintained o Overseeing annual leave, sick leave and managing bank holidays around the world o Supporting the APAC/EMEA users within the business across incidents, request fulfilment and application access requests o Incident investigation, escalation, resolution and communications within an ITIL shift based Service Desk o Reviewing ticket stats to ensure SLAs/KPIs are met and technician surveys suffice o Managing onboarding/offboarding process o Ensuring new starters are provided with both IT hardware and required application access on day one o Managing mobile contracts/devices across APAC & EMEA. o SharePoint/SharePoint Online administration o On boarding external customers for application access/setup. Salesforce/Jira/Atlassian o Creating customer SharePoint pages for their companies o Application administration of - OKTA, Salesforce, Jira Cloud/Atlassian, Jira Server, Aha, Absorb (KLC), Desktop Central, Miro, Confluence, HYPR, MS Teams o Within the IT Leadership team
EDUCATION
Havering College of Further and Higher Education
National Diploma IT Networking and Practioners, Information Technology
SKILLS
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.