Zeshaan H.

Service Desk Team Lead @Cadent

Coventry, GB

Providing IT 1st and 2nd line support for Cadent Gas Limited – over employees, serving 11 million homes and businesses.• Service Desk Team Lead - team of 10 Analysts• Representing my team in meetings & projects with stakeholders/VIPs• Leading on DCSATs – a process whereby dissatisfied users’ issues are heard, addressed, dealt with and resolved – ensuring client/user satisfaction is met – achieved record low DCSAT numbers of 2 per week employees).• Knowledge and use of ITSM Tool ServiceNow, to systematically log, track, resolve and analyse incidents and service requests. Included incident ownership • First point of contact for users with system upgrades, software deployment, changes and issues faced• Providing technical support via telephone, email, walk in / face to face and remotely – using a solution focused approach to problems faced by end users / clients. Meeting Service Level Agreements and achieving Key Performance Indicators consistently• Troubleshooting various electronic devices e.g. iPhones, tablets, laptops and similar• Engaging with various SAP teams via collaboration and the critical incident management (CIM) team – leading to escalations / high priority tickets being dealt with with urgency and swiftly• Proficiency in IT software and company specific SAP systems; Active Directory, Azure AD, Intune, Office365 and product licensing, Intune MDM Device Management, SAP S4/Concur/Ariba/PR0 ECC/ SAP CRM amongst others• Produced and published Standard Operating Procedure documents, to ensure other can follow detailed steps with high level accuracy when troubleshooting, SAP ID role mapping, account creation and rebuilding profiles etc.• Use of Powershell scripts – automating tasks where needed• First point of contact for users with system upgrades, software deployment, changes and issues faces• Point of guidance for new/er colleagues when users faced complex issues• Knowledge Base Article production• VPN support• Agile Methodology