Service Desk Manager Essentials - Leadership, Strategy & ITSM Excellence Overview

Experienced IT Service Management professional with 9+ years as a certified corporate trainer specializing in ITSM and ITIL frameworks.

Skilled in Service Desk operations, ITIL practices, and ServiceNow platform training, with expertise in designing and delivering tailored programs for seamless adoption of ITSM processes and tools.

Proficient in Service Desk Manager Essentials, IT Service Desk Support & Customer Care training, and ServiceNow Administration Fundamentals. Successfully trained prestigious clients such as Emirates Development Bank. Associated with Koenig since February 2026.

IT Technical Support – Key Skills

• Provide L1/L2 technical support for hardware, peripherals, Windows/macOS, applications, printers, and endpoint devices, including installation, configuration, and troubleshooting.
• Troubleshoot network connectivity, Wi-Fi, LAN, VPN, DNS, DHCP, and use commands such as ipconfig, ping, tracert, and nslookup; perform basic PowerShell troubleshooting.
• Support Active Directory, Microsoft Entra ID, MFA, password resets, user accounts, and access permissions, along with Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Exchange Online.
• Manage endpoint provisioning, Intune/MDM, software installation, patching, Windows updates, remote support, and device maintenance while following security and compliance practices.
• Apply structured troubleshooting and issue-isolation techniques, analyze basic logs, identify root causes, and resolve recurring technical issues.
• Use ITSM tools such as ServiceNow for ticket logging, categorization, prioritization, SLA tracking, assignment, escalation, documentation, and ticket closure.