Kenneth Puspowidjono

IT Service Desk Team Lead / Manager

BlueScale IT

11.2019 - 10.2023

Continuous monitoring and improvement at the production level by regularly identifying opportunities for process advancement to enhance the efficiency of operations for quality assurance processes
Workflow management in the day-to-day operations, ensuring efficient task management
Created a shared value with all clients by maintaining regular communication to understand their needs, gather feedback, and ensure a positive customer experience for endless development
Managed and maintained exceptional relationships with external vendors, ensuring that third-party services and tools aligned with the internal organisation and clients’ needs
Developed long-term strategies for the continuous improvement and growth of the organisation that align with the vision and goals
Acted as a catalyst of growth by providing a variety of technical and soft skills training to team members at various levels on the best practices of the operation
Generated and evaluated regular reports on the team performance and team members’ activities, and key metrics based on their Key Performance Indicator (KPI) to assess the operation for continuous monitoring and improvement
Organised and handled internal meetings regularly to provide continuous feedback and development on team performance based on the produced KPI and reports
Handled and assisted the team with various change requests, problem tickets, and incident ticket management, including Level 1, Level 2, and Level 3 technical escalation matters
Ensured the team meets or exceeds agreed-upon the Service Level Agreement (SLA) for response times and issue resolution
Budget management for the IT service desk, including resource management costs, technology investment, and training expenses
Managed people recruitment by reviewing the candidates' resumes, conducting interviews, and finalising the hiring process.

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