Anabell A

Roles and Responsibilities Of Acting Lead

• Team Coordination Delegate tasks, prioritize tickets, and ensure even workload distribution across the helpdesk team.
• Escalation Handling Manage complex or high-impact issues personally and guide technicians through resolution.
• Mentorship & Training Support junior team members with on-the-job guidance, technical skill-building, and feedback.
• Performance Monitoring Track metrics like ticket response/resolution times, customer satisfaction, and SLA adherence.
• Stakeholder Communication Act as the bridge between helpdesk team and upper management or cross-functional teams—communicate challenges, updates, and successes.
• Process & Policy Enforcement Ensure team compliance with ITIL guidelines, internal documentation, and security protocols.
• Operational Improvements Suggest and implement better workflows, automations, or tools that improve support quality and efficiency.
• Reporting Compile and present daily/weekly reports on team performance, incident trends, and service impact
• Handled escalations from Level 1/2 technicians, resolving complex hardware and software issues.
• Reduced ticket resolution time by 30% by streamlining diagnostic procedures and creating internal knowledge bases.
• Conducted training for employees on new tools and security protocols, increasing productivity and compliance.
• Coordinated with vendors for timely hardware/software procurement and lifecycle tracking.
• Led large-scale patch deployment across 500+ endpoints with zero disruption.
• Boosted helpdesk satisfaction scores from 88% to over 95% through empathy-driven support and quicker turnaround.

IT Support Engineer

• Delivered desktop and remote support to over 300 users in a fast-paced business environment.
• Created SOPs and process maps that reduced onboarding time for new support staff.
• Assisted in the migration to Office 365, including email and data transfer for all departments.