Roshan Vakil

Having good experience and management skills

Coordinate with the service desk team members in their daily duties.
 Evaluate and assess service delivery performance and carry out survey on clients to
weigh the level of service delivery in the company.
 Keep record of daily operations at the desk for tracking of customer needs, services
rendered and future reference.
 Create a mode of operations to be adhered to by team members in order to maintain
good routine and orderliness.
 Delegate specific service desk responsibilities to team members to create specialization
and increase service delivery pace.
 Review all client complaints, rectify issues and liaise with appropriate departments to
handle complex issues in a bid to provide more effective solutions.
 Observe service desk operation techniques to determine how effective they are and
implement new techniques when old ones are ineffective.
 Effectively manage, develop, and train the service desk team.
 Ensure all processes used by the service desk are thoroughly documented and
consistently audited.
 Conducting and sharing results from service and operation performance reviews.
 Coordinating and managing all relevant stakeholders, including the support desk team,
customers, and other teams that are involved in service desk operations.
 Assist the SDM with any other duties and IT Projects.
 Ensure delivery within primary area of Request Fulfilment / Incident resolution within
contractual SLA.
 Management of the Service Desk Team ensuring resource allocation and attendance.
 Effectively achieve KPI’s and plan activities.
 Act as a point of hierarchical escalation.
 Coordinate on the activities that are assigned to resources, ensuring the availability of
resource and capability (performance management / training & coaching) to meet KPIs
and adherence to SLAs.
 Coordinate technical and hierarchical escalation to other technical teams / 3rd parties /
management.
 Assist with the development of new processes and enhancement of existing ones.

bachelor of science in Information technology