{"id":1423,"date":"2022-04-04T08:21:55","date_gmt":"2022-04-04T08:21:55","guid":{"rendered":"https:\/\/blogs.imperial.ac.uk\/imperial-people\/?p=1423"},"modified":"2023-06-19T08:02:48","modified_gmt":"2023-06-19T08:02:48","slug":"kam-chaggar-it-service-management-lead-ict","status":"publish","type":"post","link":"https:\/\/blogs.imperial.ac.uk\/imperial-people\/2022\/04\/04\/kam-chaggar-it-service-management-lead-ict\/","title":{"rendered":"Kam Chaggar, IT Service Management Lead, ICT\u00a0"},"content":{"rendered":"<h3><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"512\" class=\"aligncenter size-large wp-image-1424\" src=\"https:\/\/blogs.imperial.ac.uk\/imperial-people\/files\/2022\/04\/22-03-Imperial-People_Twitter_4-1024x512.jpg\" alt=\"\" \/><\/h3>\n<h3>\u201cI really enjoy being part of a team that puts customers first and allows a better customer and student experience.\u201d<\/h3>\n<p><span data-contrast=\"auto\">I joined Imperial College\u2019s ICT department in March 2019 as a Customer Services Manager for Support Services, I met some talented and inspiring people and made some friends along the way.\u202fThe best part of this role was being able to help, guide and provide solutions quickly to my customers, especially during the COVID19 pandemic.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In 2020 I took on the role as IT Service Management Lead looking at a<\/span><span data-contrast=\"auto\">\u202fcustomer-focused approach to delivering information technology. Having worked in this industry for over 13 years and being <\/span><span data-contrast=\"auto\">fortunate enough to be guided by one of the co-authors of the globally recognised framework <\/span><a href=\"https:\/\/www.cio.com\/article\/2439501\/infrastructure-it-infrastructure-library-itil-definition-and-solutions.html\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">ITIL<\/span><\/a><span data-contrast=\"auto\">, I am passionate about being able to focus on providing value to customers and building customer relationships.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Some frequently asked questions and issues from customers are \u201cWhere do I find information? What services do ICT support? I don\u2019t have access, or it\u2019s expired. I\u2019m unable to log in.\u201d My role involves reducing these types of issues by designing processes that underpin and drive efficiencies for the services ICT deliver. This includes <\/span><span data-contrast=\"none\">looking at areas where a lot of time and manual effort is being spent and exploring how this can be digitally transformed <\/span><span data-contrast=\"auto\">by levering technology to automate recurring tasks that deliver better customer experiences.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><!--more--><\/p>\n<p><span data-contrast=\"auto\">These processes have been streamlined <\/span><span data-contrast=\"none\">and integrated into the new IT Support tool <\/span><a href=\"https:\/\/www.imperial.ac.uk\/operational-improvement\/programmes\/pst\/service-management-\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">ASK<\/span><\/a><span data-contrast=\"none\">.<\/span> <span data-contrast=\"auto\">I really enjoy being part of a team that puts customers first and allows a better customer and student experience <\/span><span data-contrast=\"auto\">when interacting with ICT.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Outside of work, my teenage kids keep me very busy with their homework, school projects, as well as being their personal taxi service, which I\u2019m sure all parents of teenagers can relate to!\u202f I often wonder what the future holds for them, and I\u2019m both curious and looking forward to seeing what life choices they make and where their decisions lead them&#8230;without too much interference from me.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:280,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">I\u2019m very grateful to be part of the Imperial community and contributing to the amazing work that happens here.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:280,&quot;335559740&quot;:276}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u201cI really enjoy being part of a team that puts customers first and allows a better customer and student experience.\u201d I joined Imperial College\u2019s ICT department in March 2019 as a Customer Services Manager for Support Services, I met some talented and inspiring people and made some friends along the way.\u202fThe best part of this [&hellip;]<\/p>\n","protected":false},"author":1554,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[288073],"tags":[],"class_list":["post-1423","post","type-post","status-publish","format-standard","hentry","category-support-staff"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - 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