Jack Douglas
Adelaide,SA
Summary
Solution-focused Service Desk Team Lead/Engineer known for productivity and efficient task completion. Skilled in troubleshooting, technical support, and IT service management. Excel at problem-solving, communication, and teamwork to provide exceptional customer service and support.
Overview
3
3
years of professional experience
Work History
Service Desk Team Leader
NRI
Adelaide, SA
10.2024 - Current
- Managed service level agreements to ensure compliance and performance standards.
- Collaborated with cross-functional teams to address service delivery issues.
- Analyzed performance metrics to identify areas for improvement in services.
- Monitored customer feedback to enhance service quality and satisfaction levels.
- Assisted in creating reports detailing SLA adherence and operational metrics.
- Edited and proofread documentation for clarity and accuracy.
- Led team meetings to discuss project updates and workflow improvements.
- Assisted in training new team members on company procedures and policies.
Service Desk Team Leader
EFEX
Adelaide, SA
03.2023 - 10.2024
- Led daily service desk operations and team activities.
- Provided technical support for software and hardware issues.
- Trained team members on customer service best practices.
- Developed and maintained knowledge base for common issues.
- Provided technical guidance and support to Service Desk staff members.
- Created reports on daily call volume trends and system utilization metrics for management review.
- Developed KPIs for tracking the effectiveness of service desk operations.
Service Desk Engineer
EFEX
Adelaide, SA
10.2022 - 03.2023
- Monitored and responded quickly and effectively to requests and incidents received through the IT service desk ticketing system ensuring SLA's are met.
- Deep understanding of Efex's telephony system, 'Sasboss,' creating phone environments and mapping call flows for customers.
- Great understanding of cloud infrastructure, Azure, Intune, Exchange, and Defender.
- Good understanding of Windows Server and on-prem environments, experienced with virtualization such as Citrix/Hyper-V
Education
High School Diploma -
Cabra Dominican College
Adelaide, SA11-2011
Skills
- Service desk management
- Technical troubleshooting
- SLA compliance
- Performance analysis
- Customer feedback monitoring
- Knowledge base development
References
References available upon request.
Timeline
Service Desk Team Leader
NRI
10.2024 - Current
Service Desk Team Leader
EFEX
03.2023 - 10.2024
Service Desk Engineer
EFEX
10.2022 - 03.2023
High School Diploma -
Cabra Dominican College
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