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IT Service Delivery/Service Management Professional
Keten Fatania
,
Slough, United Kingdom
Experience
Other titles
Skills
I'm offering
An organized and proactive IT Service Delivery/Service Management professional with a strong work ethic and experienced in the Service Delivery/Service Management Arena.
Working in the Service Delivery, Service Management and IT Outsourcing Sectors for over 20 Years in a wide range of positions namely Change Management, Problem Management, Project Management, Project Delivery, Service Delivery Management, Service Desk and Deskside Support.
Experienced in supporting organisations within Automobile, Banking, Chemical, Construction, Education, Government, Manufacturing, Medical Equipment, Retail, Travel, and Telecoms Industries.
Expertise in Customer Relationship Management, End User Service Delivery and Management. Change Management, Major Incident Management and Problem Management. Project Management.
Working in the Service Delivery, Service Management and IT Outsourcing Sectors for over 20 Years in a wide range of positions namely Change Management, Problem Management, Project Management, Project Delivery, Service Delivery Management, Service Desk and Deskside Support.
Experienced in supporting organisations within Automobile, Banking, Chemical, Construction, Education, Government, Manufacturing, Medical Equipment, Retail, Travel, and Telecoms Industries.
Expertise in Customer Relationship Management, End User Service Delivery and Management. Change Management, Major Incident Management and Problem Management. Project Management.
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Available
My experience
2019 - ?
job
IT Support Specialist
Richmond Upon Thames College.
Day.
Working as part of a team of 5 Engineers, responsibilities include providing IT support to both Teachers and Students. Duties include the following.
• Logging and responding to 1st Line Support Calls, Fault Response, Remediation and Service Request Fulfilment through the Onsite Support Desk.
• Providing 2nd Line Fault Response, Remediation and Service Request
• Inventory management, IT Support Administration and Equipment Provisioning.
• Logging and responding to 1st Line Calls, Fault Response, Remediation and Service Request Fulfilment through the Onsite Support Desk.
• Inventory management, IT Support Administration and Equipment
• Management/ITIL principles.
• Take ownership of user faults and requests and be proactive when dealing with user issues.
• Support students and teachers in the use of Computer equipment by providing necessary training and advice.
• Allocate and escalate relevant tickets to other members of the IT Support team when appropriate
• Arrange for external, third party, technical support where problems cannot be resolved in house.
• Log all troubleshooting actions onto tickets. Work on all tickets according to SLA Events and Priority.
• Proactively communicate with the customer by phone and via the ticket during the life cycle of the support fault or request.
Professional Experience (Continued)
Working as part of a team of 5 Engineers, responsibilities include providing IT support to both Teachers and Students. Duties include the following.
• Logging and responding to 1st Line Support Calls, Fault Response, Remediation and Service Request Fulfilment through the Onsite Support Desk.
• Providing 2nd Line Fault Response, Remediation and Service Request
• Inventory management, IT Support Administration and Equipment Provisioning.
• Logging and responding to 1st Line Calls, Fault Response, Remediation and Service Request Fulfilment through the Onsite Support Desk.
• Inventory management, IT Support Administration and Equipment
• Management/ITIL principles.
• Take ownership of user faults and requests and be proactive when dealing with user issues.
• Support students and teachers in the use of Computer equipment by providing necessary training and advice.
• Allocate and escalate relevant tickets to other members of the IT Support team when appropriate
• Arrange for external, third party, technical support where problems cannot be resolved in house.
• Log all troubleshooting actions onto tickets. Work on all tickets according to SLA Events and Priority.
• Proactively communicate with the customer by phone and via the ticket during the life cycle of the support fault or request.
Professional Experience (Continued)
Administration, It support, Training, ITIL, Management, Service, It, Support, Inventory management
2019 - 2019
job
IT Support Specialist
Slough and Eton Business and Enterprise College.
It support, It, Support
2019 - 2019
job
Onsite Support Engineer
EPOC IT.
Support
2018 - 2018
job
IT Support Analyst
Mars Confectionary Limited.
It support, It, Support, Analyst
2018 - 2018
job
IT Technician
Keeler Limited.
It
2017 - 2018
job
Security Access Control Administrator
unknown.
Security, Administrator
2017 - 2017
job
IT Technician
Windsor Forest Colleges Group.
It
2016 - 2017
job
IT Service Desk Analyst
Frimley NHS Trust.
Service, It, Analyst
2016 - 2016
job
Customer Services Technician
Fujitsu Limited.
2015 - 2015
job
Car. Shuttle Bus Driver
unknown.
2014 - 2015
job
Service Desk Analyst
Data Intelligence Limited.
Service, Analyst
2013 - 2013
job
Rollout Engineer. Karl Storz Endoscopy
IBM United Kingdom Limited.
2012 - 2013
job
CIP Change Manager
IBM Change Management.
Manager
2010 - 2011
job
Business Manager
IBM/ARGOS Change Line.
Manager
2007 - 2010
job
Business Service Coordinator
AKZONOBEL Line.
Service, Coordinator
2005 - 2006
job
Configurations Coordinator
IBM/DEFRA Change.
IBM Deskside Support Services.
Support, Coordinator
2000 - 2003
job
Desktop Support Analyst
Cable and Wireless.
Support, Analyst
1999 - 2000
job
Desktop Support Engineer
Lloyds TSB Banking.
Support
1995 - 1996
job
Site Engineer
TSB Commercial Banking Ltd.
1994 - 1995
job
Installations Dispatcher
Birmingham Cable Ltd.
1994 - 1994
job
Driver/Customer Service
Budget Rent a Car.
Heathrow.
Customer service, Service
My education
The University of Wolverhampton
BSc, Computing & Business
BSc, Computing & Business
Solihull College of Technology
Hndhncorequivalent, Business Information Technology
Hndhncorequivalent, Business Information Technology
n/a
Hndhncorequivalent, Business and Finance
Hndhncorequivalent, Business and Finance
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