Kehinde Fadunsi

I’m an IT Service Desk professional focused on managing technical support operations, supervising service desk activity, and ensuring SLA compliance. I bring strong incident resolution skills, team coordination, and ITIL-aligned service delivery to improve day-to-day user experience.

As an IT Service Desk Lead, I supervise online and field support teams, monitor ticket queues, and handle escalations to meet SLA targets. I coordinate shift rosters and workload balancing, serve as the escalation point for complex or VIP issues, and run quality assurance on ticket handling, user interactions, and knowledge base usage.

I also drive continuous improvement through daily huddles, incident trend reviews, and performance reporting (FCR, CSAT, SLA). On the technical side, I manage Microsoft 365 and Azure AD user accounts, access controls, and deploy applications and operating systems using SCCM, while coordinating IT asset management such as audits and lifecycle tracking.

Earlier, I worked as a Technical Support Engineer and a Customer Support Representative, resolving hardware/software/connectivity issues, performing root cause analysis, supporting DNS and email configurations, and improving customer satisfaction through proactive communication. I’m committed to mentoring analysts, onboarding effectively, and building user-centric IT support environments aligned with business and digital transformation goals.