Ken Nijjar
London,ON
Summary
IT Help Desk and Service Management professional with 8+ years of experience in IT support, help desk operations, and Level 2 incident management. Proven expertise in escalation frameworks, SLA definition and KPI monitoring, ITIL-aligned service delivery, and continuous process improvement. Highly experienced in coaching and training frontline support staff, developing knowledge bases and SOPs, and using data analysis and customer feedback to improve resolution times and user experience. Trusted escalation point in enterprise environments supporting 90,000+ users within regulated financial services organizations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Level 2 IT Support Analyst – Service Delivery
TD Canada Trust
04.2023 - Current
- Act as a primary Level 2 escalation point for incidents and service requests escalated from Level 1 support.
- Manage, maintain, and continuously improve escalation workflows from Level 1 to Level 2, Level 3, platform teams, and shared services.
- Perform advanced troubleshooting and real-time incident triage during high-impact or time-sensitive issues.
- Support the definition and refinement of SLA targets by analyzing performance data, escalation trends, and resolution outcomes.
- Monitor and report on SLAs, KPIs, ticket volumes, resolution times, and escalation trends using ServiceNow and Power BI.
- Conduct post-incident analysis and root cause investigations, recommending process, policy, and workflow improvements to prevent recurrence.
- Follow up on escalated or high-impact incidents with users to gather feedback and identify service improvement opportunities.
- Maintain 98%+ customer satisfaction while supporting over 95,000 users in a high-volume help desk environment.
- Lead coaching and mentoring for Level 1 agents through ticket reviews, real-time guidance, and structured feedback sessions.
- Develop and maintain knowledge base articles, SOPs, and training documentation to improve first-contact resolution.
- Identify training gaps and recommend targeted learning solutions to strengthen help desk effectiveness.
- Collaborate with platform teams, vendors, and business stakeholders to improve service delivery frameworks.
Vendor Liaison & Service Coordinator
Caduceon Environmental Laboratories
01.2020 - 01.2023
- Coordinated service delivery and escalation between internal teams and external vendors.
- Defined escalation expectations, communication workflows, and service standards.
- Ensured accurate data collection and reporting to support trend analysis, compliance, and decision-making.
- Identified operational inefficiencies and recommended process improvements.
- Maintained confidentiality and regulatory compliance.
Computer Repair Technician
Bolen Distributing
01.2015 - 01.2020
- Delivered frontline and advanced technical support for hardware, software, and networking issues.
- Diagnosed complex issues, performed root troubleshooting, and escalated appropriately when required.
- Trained junior technicians on troubleshooting processes, documentation standards, and customer service best practices.
- Maintained detailed service records to support quality, consistency, and continuous improvement.
Education
Bachelor of Science - Health Sciences
University of Western Ontario
London, ONSkills
- IT Help Desk Operations
- Level 2 Technical Support & Escalation Management
- L1 / L2 / L3 Workflow Design & Optimization
- Incident, Problem & Request Management
- SLA Definition, KPI Tracking & Reporting
- ServiceNow (ITSM)
- ITIL v4 Service Management
- Knowledge Base, SOP & Policy Development
- Coaching, Training & Mentorship
- Root Cause Analysis & Post-Incident Reviews
- Continuous Service Improvement (CSI)
- Stakeholder, Vendor & Platform Team Coordination
- Customer Experience & User Satisfaction
- Incident management
- Support ticketing systems
Languages
English
Native or Bilingual
Punjabi
Professional Working
Certification
- ITIL v4 Foundation
- Microsoft Certified: Azure Administrator Associate
- CompTIA Security+
Interests
- Regularly Participate and captain my ball hockey team
- Go rock climbing at junction
- Particiapte in cooking classes and yoga with the city
- 3D Printing
- Trivia
Timeline
Level 2 IT Support Analyst – Service Delivery
TD Canada Trust
04.2023 - Current
Vendor Liaison & Service Coordinator
Caduceon Environmental Laboratories
01.2020 - 01.2023
Computer Repair Technician
Bolen Distributing
01.2015 - 01.2020
Bachelor of Science - Health Sciences
University of Western Ontario