Lukman Ashraf
IT Service Support Manager @Affinity Water
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WORK HISTORY
IT Service Support Manager @Affinity Water
Managing a customer base of 1800+ employees which include 21 main sites and 100+ smaller sites. • Managing 10 engineers and now 7 due to restructure in a hybrid team (both Desktop and Service Desk in an ITIL environment. • Involved in the restructure of the team and implementing a hybrid model • Managing staff, one to ones, coaching, appraisals, skills matrix, resources, training and development. • Building the knowledge base through IT documentation using resources such as MS TEAMS. • Responsible for the End User Computing budget and all assets across the business. • Delivering IT Service to SLA, reporting KPI’s, managing high aged tickets • Continual service improvement (analysing data to drive improvement/changes). • Reporting on service performance and improvement to the Head of IT • Working with teams such Infrastructure, Developers, Networks & Telephony and IT Security • Supplier and Vendor relationship management. • Management of purchasing hardware and software for the business. • Incident Management and producing the post outage report with scoring. • Charing CAB whilst the IT Operations Manager is on leave or requires cover. • Escalation Duty Manager - 24x7 on call one week in every 5. • Managing complaints, escalations, covering for the Head of IT and IT Operations Manager. • Working closely with stakeholders such as Heads of Departments, Board and their PA’s. • Running morning stand ups, attending service review meeting and management meetings. • Managing the JML process and working with other teams/departments such as HR and infrastructure to ensure the process runs efficiently. • Planning of hardware/software rollouts/upgrades (laptops, desktops, mobile phones etc). • Working with Data Protection and IT Security to ensure security and compliance is met. • Management and kitting out of all meeting rooms across the Affinity Water estate.
EDUCATION
University of Bedfordshire
The Graduate Apprenticeship Scheme: Pass
University of Bedfordshire
BSc (Hons) Information Systems Development: 2:2
Denbigh High School
GCSE's
Luton Sixth Form College
GNVQ Advanced & Intermediate IT
SKILLS
ABOUT LUKMAN ASHRAF
Key Skills: • Over 10 years’ experience in 1st and 2nd Line Desktop Support with…
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