Haf Katib

Background

About Haf Katib

Internationally Experienced UK national with a valid Spanish TIE and international rights Global Service desk/Helpdesk Manager, Service improvement manager running teams in UK, EU including Barcelona ( Spain) additionally with teams in Poland,Germany, South Africa, USA and Costa Rica. I am certified and experienced in MSCE, ITILV4,Prince2. Global experienced professional, enthusiastic and accomplished infrastructure/Global service desk manager operating in a multi customer/multi vendor global environment with excellent interpersonal skills and the ability to communicate concisely at all levels whilst dedicated to delivering the highest standards and ensuring that all deadlines, customers expectations and targets are exceeded. I am confident as a team player or working autonomously and thrive in highly pressured and challenging environments. Highly adaptable with the ability to learn new skills quickly and able to work professionally in multiple environments. I have obtained knowledge of network management, line management, fault management, incident management, problem management, change management, major incident management, project management and vendor support along with reasonable technical knowledge. Having worked on multiple Managed Service desks ability to take ownership/identify potential issues and drives them forward. Manage root cause analysis/Report on incidents, identify risks associated with changes, Incident’s SLA are resolved within agreed/acceptable timeframe, implement measure’s and report on service/operation team KPI and SLA’s. Always enhancing the customer expectation and experience. I have a good knowledge of ITIL having worked in an ITIL environment and have used various reporting systems.