At Enginuity, I managed an outsourced helpdesk and steered the adoption of ITIL 4 practices, starting with improvements to service desk processes. I also helped develop a new portal for employees.
I maintained stakeholder and vendor relationships, managed the colleague starter and leaver process, and provided insight and improvement suggestions to the Head of IT Service Delivery. I also prepared service delivery performance reports for board-level presentation.
At WGM Engineering Ltd, I managed day-to-day IT support delivery and led service review meetings with customers and internal stakeholders. I analysed ticket trends and implemented preventative measures to reduce recurring support issues.
Earlier at KN Circet Group, I supported IT users, managed service desk workloads, and created documentation for colleagues and customers. I hold ITIL Foundation 4 certification and am studying ITIL CDS.
