Rakesh K Salhotra
IT Ops Service Desk Manager @Addison Lee
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WORK HISTORY
IT Ops Service Desk Manager @Addison Lee
At the forefront of a vibrant, fast-paced Service Desk, I am fully accountable for its efficiency, workload and productivity. Leading a team of specialists, I have consistently exceed targets and successfully balance a diverse workload, showcasing a range of achievements and responsibilities including:• Managing workload distribution and tracking team performance vs KPIs• SME and Administrator for Freshservice• Primary contact for P1 incident management• Dedicated talent manager, coaching 3 Service Desk Engineers to progress to new roles• Managing individual skill matrix and establishing team training programmes• Coordinating the Service Desk 27/7rota by migrating from Excel to MS Shifts• Leading resource planning • Establishing a highly coordinated ticket queue via fresh ticketing platform • Managing day to day IT tasks including working on active directory, resetting user passwords and unlocking accounts• Navigating MS 365 admin centre to resolve user queries• Leading a project to onboard an IT recycle company to remove legacy equipment from 4 sites via the WEE directive• Positioned as the On Call Escalations Manager and member of a 3 person Escalation team• Driving monthly reports within Fresh analytics, using insights to make operational changes.• Using SharePoint to manage processes and procedures• Upgraded 500 devices from Lenovo to Dell laptops and Dell Thin clients including docking stations across 4 sites.• Delivering monthly security emails, proactively taking steps to minimise risk• Leading the daily handover for service delivery, communicating 27/7 updates • Accountable for the Service Desk budget, implementing cost control measures• Organising weekly Service Desk meetings, hosting the daily morning stand up• Trusted Advisor to the Head of Service Delivery and facilitated pre-Change Advisory Board (CAB) and CAB meetings via MS Teams
EDUCATION
Beechwood Secondary School
GCSE
East Berkshire College (Maidenhead)
BTEC National Diploma in Computer Electronics
University of Portsmouth
BSc Music & Sound Technology, Music Technology
East Berkshire College (Maidenhead)
BTEC National Diploma in Computing
ABOUT RAKESH K SALHOTRA
IT Service management has been at the heart of my career for over 17 years. With an…
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