LANRE ATOYE

Desk Manager

NIGERIA IMMIGRATION SERVICE

11.2006 - 11.2024

Facilitated smooth operations by overseeing daily tasks, managing staff schedules, and resolving conflicts as needed.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Identified and solved technical issues using variety of diagnostic tools and tactics.
Provided basic end-user troubleshooting and desktop support.
Installed, modified, and repaired software and hardware to resolve technical issues.
Managed help desk consisting of fifty employees and conducted performance evaluations.
Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Established effective communication channels between the help desk team and other departments for seamless collaboration.
Collaborated with IT leadership on strategic initiatives aimed at improving overall service quality and user satisfaction levels.
Improved customer satisfaction by efficiently resolving technical issues and providing prompt support.
Implemented an efficient escalation process that ensured complex issues were addressed by appropriate subject matter experts in a timely manner.
Managed a team of technicians, ensuring high-quality service and timely problem resolution.
Optimized ticketing system workflows, leading to more organized task management and prioritization.
Streamlined help desk operations for increased efficiency and faster response times.
Championed continuous improvement efforts within the help desk team, fostering a culture of innovation and collaboration.
Leveraged automation tools to streamline routine tasks, freeing up staff resources to focus on higher-priority concerns and customer service excellence.
Liaised with other departments to minimize network interruptions and possible downtimes.
Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Trained and supported end-users with software, hardware, and network standards and use processes.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Utilized data analysis tools to assess front desk performance metrics regularly; identified areas for improvement leading to increased operational efficiency.
Used ticketing systems to manage and process support actions and requests.