Mehnass Tariq

WORK HISTORY

EDUCATION

SKILLS

ABOUT MEHNASS TARIQ

Over 10 years of Service Desk Management experience overseeing the transformation from a traditional Service Desk environment to a Digital Workspace experience. Developed multi-channel support via Automation, Self-help forms, Password self-serve, WebChat & Workplace from Facebook.Managing an operation of over 30 colleagues with accountability for Service Desk, Service Transition, SOx Compliance, Request Fulfilment, Incident Management, Resource planning & RSA SecurID process. SDI 5 Star - Led the team to SDI 5 Star World Class Status. First internal Service Desk to achieve this through the Service Desk Institute Audit program.Strategy - Merged 3 teams into 1 operational unit leading to significant improvements in KPI’s and customer experience.Project Management (Web Chat) – Introduced Web Chat to provide a new channel of communication for customers. Project managed and delivered the LogMeIn Rescue package across 1st & 2nd line support teams. Increased collaboration between support teams, improved time to resolve and customer satisfaction to over 90%.Project Management (RSA SecurID)- Successful integration of RSA SecurID Admin & Support into the Service Desk. Significant process improvements in access management & incident resolution. Resulting in cost savings of over in the first 2 years.• Service Transition – Developed a new impact assessment process detailing minimum requirements for onboarding new products and business change. Liaising with operational managers, project managers & customer groups to ensure business readiness.• SDI certified Manager• ITIL Foundation• Lean Six Sigma Yellow Belt• Prince2 Foundation