Ashwani Sharma

• Responsible for overseeing and managing service desk operations in both Auckland and Wellington locations.
• Lead and supervise a team of six team leaders, providing guidance, mentorship, and support to ensure efficient and effective service delivery.
• Directly accountable for supporting government and semi-government accounts, ensuring adherence to service level agreements (SLAs) and maintaining high customer satisfaction.
• Develop and implement strategies to optimize service desk performance, including process improvements, resource allocation, and workflow optimization.
• Collaborate closely with cross-functional teams, including account management, technical support, and quality assurance, to streamline operations and enhance customer experience.
• Monitor and analyze service desk metrics and performance indicators to identify areas for improvement and implement proactive measures to address them.
• Act as a point of escalation for complex issues, facilitating timely resolution and ensuring customer expectations are met.
• Foster a culture of continuous improvement, emphasizing professional development and training opportunities for service desk team members.

• Coordinated hiring activities, including sourcing candidates, conducting interviews, and facilitating selection.
• Led knowledge acquisition efforts by conducting research, attending training sessions, and staying up-to-date with industry trends and best practices.
• Actively participated in ServiceNow sprints, collaborating with cross-functional teams to deliver high-quality solutions and meet project deadlines.
• Maintained strong customer relationships through effective communication, understanding their needs, and providing timely support and resolutions.
• Conducted training sessions for new employees, ensuring their successful integration into the team and equipping them with the necessary skills and knowledge.
• Documented processes and procedures to create comprehensive process documentation, contributing to improved operational efficiency and knowledge sharing within the organization

• Managing activities such as rostering, training, conflict management and Orientation training.
• Managing annual performance appraisals and recruitments.
  Report creation, analysis, trending, presentation
• Participating in internal, external audits and Quality Management System reviews
• Regular interaction with customers and vendors.
• Generating daily, weekly, monthly reports for customer and Fujitsu.
• Regular one-on-ones with constructive feedback and coaching activities
• Escalation management
• Manage team members’ completion of timesheets, leave requests, overtime, on-call and time in-lieu.

• Training new staff.
• Preparing daily stats for the team.
• Conducting best practices sessions within the team.
• Subject matter expert (SME) for BT.
• QCM’s for the team and providing feedback.