Nav Singh

Outline

Responsible for leading a team of ten support engineers providing strong customer focused IT support to a busy veterinary estate across the UK, working closely with the Infrastructure and application support team ensuring all IT services are functional at all times. Being the go-to person, owning and escalating all high priority issues to the end.

Key Responsibilities

- Escalation of incidents (P1s & P2s) and expediting to relevant teams

- Motivating and supporting team with daily activities

- Ensuring a high customer survey score is achieved every month

Key Achievements

- Integration of Service now AI tools into MS Teams

- Organised and maintained IT Room which included a full stock take

- Increased customer satisfaction rating from D rating to B

- Reinforced Service-Now knowledge base articles for IT Support Agents

Outline

Responsible for providing strong customer focused 1st and 2nd line IT support for all Culligan UK / Ireland users and field engineers. Managed a team of 8 service desk agents, whilst working closely with the Platform, Infrastructure and ERP support team. Supporting a user base of 2000 users and being the go-to person, owning and escalating all high priority issues. Managing all hardware purchase requests utilising Service-now asset management tools and developing the service desk team by implementing ITIL principles.

Key Responsibilities

- Delivering strong 1st and 2nd line IT support for all Culligan UK Staff

- Recruiting, training and developing 8 team members

- Owning escalation of incidents (P1s & P2s) and expediting to relevant teams

Key Achievements

- Won Team of the Year in 2022

- Developed IT Service Desk team from 2 agents to 8

- Increased customer satisfaction rating from low to high

- Introduced Dashboard View in Service Now for better incident management

- Demonstrated better ways of handling unassigned IT support tickets

- Recruited two internal staff to successful 1st line IT support agents

- Reinforced Service-Now knowledgebase articles for IT Support Agents

Outline

Responsible for the supervision of 2nd line and field engineer installation team and working closely with the infrastructure and project planning team. Providing strong customer focused 1st and 2nd Line IT support on all Citrix and Windows issues for user-base of 900, also supporting an additional two IT Helpdesks including Ministry of Justice and Totton College.

Key Responsibilities

- Planned and coordinated site visits for 2nd line IT Team

- Investigate and provide IT Support on all Citrix Issues

- Plan and install Wi-Fi / services and Secure Print solution across Nacro housing sites

- Schedule software upgrades across 150 Educational sites for exams

Key Achievements

- Reduced huge backlog of laptop hardware requests within a short time of joining

- Migration of onsite support to outsourced company at Totton College

- Streamlined mobile phone deployment via utilising BT-one-phone portal

Outline

Overseeing an IT support team consisting of first line service desk personal and field support engineers, supporting all IT hardware / Software issues and escalations over 5 remote sites and 300+ user base.

Key Responsibilities

• Closely monitored service desk incidents, generate reports on specific KPI's to measure teams performance and to offer improvements.
• Mentor and train team on Spice-works Ticket Management software
• Carried out extensive IT hardware and software audit on all sites for all IT equipment using Lansweeper software

Key Achievements

• Reduced incident ticket backlog from 3400 to 200 incidents over 2 year period
• Uplifted the service desk reputation as reflected in employee survey and from general feedback from management to IT Director
• Resolved ongoing Issue on computer operated Laser Cutter worth £500,000