Kamal Pillay

• Directed a team of service desk engineers, providing technical support across multiple channels, ensuring high service availability, and consistent end-user satisfaction.
• Served as the operational lead in an Operational Excellence initiative, improving incident data accuracy from 60% to 98% through targeted process improvements.
• Reduced AD password reset ticket volume by 6–7% by implementing proactive automation and user education, directly enhancing support efficiency and user experience.
• Led the seamless transition of service desk operations from a vendor-managed model to an in-house support team, achieving better control and service quality.
• Oversaw the resolution of P3 and P4 major incidents, ensuring timely updates and clear stakeholder communication throughout the incident lifecycle.
• Acted as a core member of the Business Continuity Planning (BCP) team, supporting uninterrupted operations during system outages and crisis scenarios.
• Maintained SLA compliance for high-priority incidents, consistently meeting response and resolution targets.
• Championed continuous improvement by initiating and executing process optimization projects , resulting in faster ticket turnaround and improved workflow.
• Managed end-to-end team operations, including recruitment, training, mentoring, and performance evaluations, to build a high-performing support function.

Strategic Leadership & Reporting

• Represented the service desk in senior leadership meetings, sharing team performance updates, key operational insights, and action plans.
• Prepared detailed monthly reports to track service desk performance against quarterly KPIs, SLAs, and improvement targets.
• Analyzed service desk metrics and incident trends to identify areas for process optimization and enhanced service delivery.

Incident Management & Customer Experience

• Led the resolution of escalated incidents and recurring end-user issues by taking complete ownership and coordinating cross-functional support.
• Monitored customer feedback through surveys and implemented targeted initiatives to improve CSAT (Customer Satisfaction Score).
• Conducted regular quality assurance reviews to ensure first-call resolution, reduced ticket backlog, and adherence to service standards.

Operational Oversight

• Directed day-to-day service desk operations, ensuring team compliance with ITIL best practices and organizational policies.
• Managed queue performance and ensured timely ticket resolution aligned with defined SLAs and operational KPIs.
• Enforced compliance with workplace safety protocols and IT governance standards.

Team Development & Performance Management

• Led a team of technical support professionals, providing guidance, coaching, and performance feedback to drive high service quality.
• Designed and delivered training programs to upskill team members on tools, processes, and customer service best practices.
• Conducted interviews and contributed to talent acquisition to strengthen the service desk workforce.

Business Continuity & Special Initiatives

• Contributed to the development of disaster recovery and business continuity procedures for uninterrupted end-user support.
• Played a critical role in the Growth Team initiative, supporting employees on Performance Improvement Plans (PIP) through structured coaching and measurable progress tracking.

• Provided one-on-one coaching to team members and managers, promoting continuous improvement in service delivery and technical troubleshooting.
• Mentored support staff on best practices in call handling, issue resolution, and customer interaction , contributing to improved first-call resolution and user satisfaction.
• Acted as the primary escalation point for end-user complaints and unresolved incidents, ensuring prompt resolution and clear communication.
• Assessed operational compliance with company policies and IT standards to proactively identify and mitigate potential risks.
• Oversaw quality control processes to detect service inconsistencies and implemented corrective actions to maintain support excellence.
• Investigated customer complaints to determine root causes, and executed action plans to prevent recurrence and enhance service quality.
• Compiled and analysed detailed KPI reports for leadership review, enabling data-driven decisions and performance improvements.
• Served as a subject matter expert (SME) in leadership meetings, contributing insights on service desk challenges, opportunities, and performance trends.
• Fostered a collaborative team environment , maintaining strong working relationships with staff, peers, and management

• Configured routers and troubleshot fixed-line, broadband, mobile, and subscription television devices, etc.
• Responsible for analysing system logs to identify potential issues within computer systems and networks, impacting the services.
• Provided technical support for email issues impacting end users.
• Collaborated with departments (Openreach and BT Wholesale team) to resolve technical challenges.
• Participated in technology initiative meetings and workshops within the organization.
• Resolved technical problems through troubleshooting techniques.
• Participated in after-hours on-call rotation for critical support needs.
• Conducted remote diagnostics to identify and solve technical problems.
• Maintained up-to-date case documentation for future reference.
• Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
• Handled customer service complaints by providing guidance or escalating for advanced support.
• Resolved open service tickets and technical support inquiries effectively.

• Answered inbound calls to facilitate effective customer service.
• Ensured compliance with all applicable regulations related to technical operations.
• Assisted customers with product selection, ordering, billing, and returns.
• Maintained detailed records of customer interactions for future reference.