SHIMA HAGHIGHATI

• Led the Service Desk team and served as the 2IC to the Service Desk and TechBar Manager, stepping in during their absence to ensure operational continuity, cross-team coordination, and consistent service delivery.
• Successfully led a major transformation across Service Desk and TechBar operations, resolving a backlog of over 1,300 tickets within three months through structured culling, redistribution, and realignment of ownership.
• Redefined responsibilities and escalation paths between the Service Desk (Level 1) and TechBar (Level 2), enhancing accountability and significantly reducing resolution times.
• Introduced a rapid-response support model to streamline frontline triage, reduce average call time to 8 minutes, and improve first-contact resolution and user satisfaction.
• Developed and enforced standard operating procedures, and led a full rebuild of the internal Knowledge Base to improve documentation accuracy, accessibility, and consistency.
• Implemented a structured performance scoring system for tickets and calls to support team coaching, elevate service quality, and drive performance uplift. Used ServiceNow analytics extensively to surface recurring issues, monitor performance trends, and identify process gaps.
• Applied a data-driven approach to clarify grey areas in ownership, improve transparency, and support informed decisions around workflow optimisation and service delivery improvements.
• Enabled seamless project-to-BAU transitions by streamlining and automating key processes including device provisioning, SCCM software deployment, and end-to-end asset lifecycle management, reducing manual effort and ensuring operational readiness from day one.
• Acted as an escalation point for complex technical issues and executive-level support, resolving problems across Microsoft 365, Exchange, Active Directory, SCCM, Intune, and Citrix.
• Fostered a high-performance team culture focused on accountability, continuous improvement, and collaboration through mentoring and coaching.

Major Incident & Cross-Team Coordination

• Led as the Service Desk lead for high-priority incidents (P1/P2), managing real-time escalations, stakeholder communications, and updates across TechBar, Infrastructure, Network, and Application teams during major incident bridges.
• Represented the frontline function in daily IT operations meetings, raising service-impacting issues, analysing repeat incidents, and providing insight into ticket volumes and blockers.
• Established a structured escalation and handover process between the Service Desk and Level 2/resolver groups to ensure continuity, reduce delays, and support governance around incident ownership.
• Improved diagnostic quality and escalation speed by standardising the inclusion of key technical details in tickets prior to handoff.
• Led coordination during MIM events, ensuring accurate capture of user impact, timely updates to stakeholders, and consistent communication with senior leaders.
• Used ServiceNow CI mapping and escalation matrices to clarify accountability and reduce ambiguity in ownership, supporting more reliable and repeatable outcomes across teams.

• Provided level 2/3 desktop and application support across the business, with a focus on C-level executives and board members, while also supporting staff across multiple teams and departments.
• Delivered personalised, high-priority support for senior stakeholders across desktops, mobile devices, conferencing tools, and remote access platforms, ensuring smooth day-to-day operations.
• Travelled interstate for board meetings, leadership events, and roadshows, setting up and troubleshooting devices, presentations, and connectivity on-site to ensure everything ran smoothly.
• Took the lead on improving the onboarding and offboarding process for executives, Executive Assistant and board members introducing clearer steps, better coordination with HR and procurement, and more reliable asset handovers.
• Helped streamline how executive devices were tracked, set up, and replaced by tightening up the asset lifecycle process and working closely with other teams to avoid delays or last-minute issues.
• Worked with different departments to understand their tech pain points and make small but meaningful improvements to the support process.
• Created simple internal documentation and checklists to help make recurring processes more consistent and easier to follow.
• Maintained dashboards and reports to keep an eye on trends, response times, and ticket volumes, helping the team spot and fix ongoing issues more quickly.
• Provided hands-on support across platforms like Microsoft 365, Exchange Online, Active Directory, Intune, Azure AD, and Citrix, often stepping in for more complex or sensitive technical problems.

• Supported the national rollout of hardware and software across four offices, including laptop imaging, equipment setup, server patching, and asset tracking.
• Led Mimecast adoption for email security and archiving, serving as the primary support contact and escalating to Unified Comms or Infrastructure teams when needed.
• Provided frontline support and training during the iManage rollout and assisted in historical email migration projects to improve compliance and accessibility.
• Delivered Level 2 support within an ITIL framework, contributing to Incident, Request, and Problem Management processes.
  Executed SOE-compliant software deployments via SCCM 2012 and managed user accounts across AD and Exchange.
• Supported and resolved issues across Citrix, VMware, MobileIron, Cisco Unified, Jira, and core legal/business applications including Aderant and BigHand.
• Handled desktop, printer, and connectivity issues via phone, email, in-person, and after-hours channels.
  Escalated critical incidents to vendors and engineers, ensuring timely resolution and long-term fixes.

• Provided Level 1 IT support in a high-volume national service desk, resolving ATO staff issues related to portal access, authentication, and password management, while maintaining SLA targets.
• Handled inbound and outbound calls, troubleshooting access, configuration, and connectivity issues, and documenting actions in the ITSM platform.
• Escalated unresolved issues to Level 2/3, with clear diagnostics to support efficient triage.
• Flagged recurring issues for problem management, and contributed to service quality through knowledge sharing and collaboration.
• Maintained clear, professional written communication across tickets, user guidance, and escalations.

• Provided day-to-day technical support across Windows and Mac systems, helping users with software, hardware, and connectivity issues.
• Logged and tracked incidents in ServiceNow, making sure everything was followed through and resolved within agreed timeframes.
• Set up and configured network gear like switches, routers, and firewalls, and handled basic troubleshooting when issues came up.
• Assisted with installing and updating applications, setting up user accounts, and resolving login or system access problems.
• Wiped and decommissioned old laptops and desktops in line with company data security processes.
• Worked directly with users across different teams, building good working relationships and explaining technical issues in simple terms.
• Helped reduce repeat issues by keeping an eye on patterns and raising them with the wider team where needed

• Delivered helpdesk support to internal users, resolving software, hardware, and connectivity issues efficiently and professionally.
• Monitored and responded to incoming requests via the IT helpdesk, managing tickets based on priority and ensuring timely resolution.
• Troubleshot a range of technical issues, including dial-up configurations, web hosting, and domain-related problems.
• Created user-friendly documentation to guide team members and end users through common issue resolution steps.
• Supported and maintained Windows Server 2000/2003 environments, including Active Directory administration, GPO setup, and ADS replication.
• Assisted with Microsoft Exchange 2003 implementation and ongoing administration.