IT Helpdesk Team Leader | Service Desk AnalystIT Helpdesk Team Leader | Service Desk Analyst

Key Achievements:

› Led a team in processing and validating high volumes of data, ensuring accuracy, consistency, and compliance with master data quality standards› Supervised data creation, updates, and maintenance in enterprise systems, aligning with customer master data management processes › Monitored team performance and prioritized critical or ageing cases to ensure timely and accurate data processing › Reviewed and validated data entries to maintain data integrity and minimize errors across records › Coordinated with internal teams and stakeholders to verify data requirements and ensure correct information updates › Generated and reviewed daily and weekly reports to track data quality, productivity, and operational performance › Maintained and improved tracking tools for monitoring team output › Ensured team adherence to process standards, quality guidelines, and compliance requirements › Identified process gaps and implemented improvements to enhance efficiency, accuracy, and turnaround time

Key Achievements:

› Extracted and filtered service tickets based on location and priority using Oracle systems › Monitored and analyzed ageing tickets, ensuring urgent issues were prioritized and escalated › Validated data entries from field technicians to maintain high data accuracy and consistency › Coordinated with customers via calls to verify reported issues and confirm resolution status › Generated daily and weekly reports for Team Leaders to support operational decisions › Maintained structured datasets for tracking ticket trends and performance metrics