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BELHAJ omar

@belhajomar

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Service Desk Team Lead at UST improving SLA performance and first-contact resolution.

Poland

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At UST, I lead a team of 15 analysts handling more than 5,000 cases per month, with SLA performance above 95%. I use ServiceNow and Opsgenie data to improve first-contact resolution and balance workloads.

I also coach analysts, coordinate critical incident escalations, and oversee onboarding and knowledge transfer. These efforts have improved CSAT and reduced escalations.

Earlier, I delivered French-language IT support at UST and HCL Technologies, and facilitated server migrations at IBM. As Project Manager at Hypermedia, I led a cross-functional team delivering an online CRM system that centralised client account data and improved customer service response times.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Team Lead

Current

UST

Aug 2023 - Present (3 years 3 months)

Led a team of 15 analysts handling 5,000+ cases per month, consistently meeting SLA targets above 95%. Drove first-contact resolution improvements and coached analysts to improve CSAT scores and reduce escalations.

ServiceNow OpsGenie SLA Management Team Leadership Performance Coaching Escalation Management Onboarding Training

Senior Service Desk Engineer

UST

Aug 2022 - Jul 2023 (11 months)

Delivered French-language IT support for an international service desk, resolving 200+ cases per month. Managed end-user environments using ServiceNow, Azure, Intune, O365 Admin Center, and Bomgar.

ServiceNow Azure Intune M365 Administration Bomgar Incident Management Access Management Documentation

IT Analyst – French Support

HCL Technologies

Dec 2018 - Jul 2022 (3 years 7 months)

Supported French-speaking users via email, phone, and live chat, resolving 150+ cases per month while maintaining 100% KPI compliance. Trained 6 new joiners on tools, processes, and escalation procedures.

French Customer Support Incident Management Root Cause Analysis Training KPI Compliance

IT Specialist

IBM

Jan 2018 - Dec 2018 (11 months)

Facilitated server migrations and upgrades, ensuring continuity of IT operations. Managed preventative and emergency maintenance cycles, improving system reliability and reducing unplanned downtime.

Server Migration System Maintenance SLA Compliance Fault Resolution IT Operations

Project Manager

Hypermedia

Jan 2015 - Dec 2016 (1 year 11 months)

Led a cross-functional team to deliver an online CRM system, centralising client account data and improving customer service response times. Managed project planning, specifications, and prototyping.

Project Management CRM Systems Planning Stakeholder Management Prototyping