Eurence Nain

Led end-to-end service desk operations, ensuring ITIL-aligned process compliance and SLA target adherence. Drove continuous improvement by reducing incident resolution speed and ticket reopens, and strengthened knowledge base articles to improve first-contact resolution.

Served as the central point of contact for critical incidents, delivering real-time stakeholder updates and managing structured escalations. Improved MTTR through ITIL-aligned incident management processes and partnered with Problem Management to transition recurring incidents for root cause analysis.

Managed supplier performance by tracking SLA/OLA adherence, running regular performance reviews, and addressing service gaps. Led vendor governance meetings and coordinated operational alignment between service desk teams and external suppliers to drive KPI improvements.

Handled incident logging, tracking, and resolution using ServiceNow and Remedy, focusing on Microsoft Office, network connectivity, and system errors. Provided remote troubleshooting via Bomgar (BeyondTrust) and collaborated with Level 2/Level 3 support to ensure timely resolution while maintaining high first-call resolution.

Provided technical and customer support for healthcare and telecom clients, including troubleshooting system-related issues and managing ticket escalations. Supported Active Directory access needs, including password resets and user account support, and helped resolve pharmacy system errors using override codes.

Managed prescription refill requests and provided customer support for pharmacy services. Assisted customers with service-related requests and issue handling.

Completed Business Information Management studies at the Asian Institute of Science and Technology from 2008 to 2010.