Global IT Helpdesk Transformation Initiative

I led a global initiative to revamp an IT helpdesk system, focusing on improving efficiency and service quality. The project involved the implementation of a new ticketing system, development of comprehensive knowledge bases, and training for support staff. This overhaul resulted in a 40% reduction in response times and a 25% increase in first-contact resolution rates. The enhanced system provided 24/7 support across multiple time zones, ensuring consistent and reliable assistance for users worldwide.