Shameem Saumtally

An experienced IT Service Desk Team Leader with over 7 years of experience within a corporate
Service Desk.
Responsible for delivering IT Support, while adhering to SLA’s, making sure the quality of work the
team produces is set at a high standard.
I succeed within a competitive and challenging environment where I can utilise my customer service, troubleshooting and management skills to help the growth of the organisation and myself.
Proven ability to hire, train and lead highly efficient teams on programs and projects.

• Overseeing the operation of the Service Desk to make sure everything is run efficiently
• Held weekly performance reviews (1-2-1) with individual Incident Handlers, to help improve their verbal and toolset skills and discuss potential future development
• Exposure of working in an ITIL Service Management Framework, interacting with key functions such as; Incident, Problem, Change, Asset and Configuration Management
• Oversee the recruitment for the Service Desk, engaging with HR and third-party employment agencies to source potential candidates
• Led the implementation of improving Quality Management amongst the Service Desk
• Creating new guidelines and procedures for Incident Handlers since working from home
• Represent the Service Desk during Change Advisory Board 
• Engage in the requirements and testing for a new ServiceNow ITSM toolset
• Handling customer complaints and liaising with other resolver groups to escalate tasks

Staffordshire University - HND in Applied ICT