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Rahil Nalband is an experienced Service Desk Team Leader at ION Trading since May 2014, overseeing service desk operations and managing a team of three 1st line support analysts to meet service level agreements. Responsibilities include interviewing and training service desk staff, developing policies for process improvement, and troubleshooting hardware, software, and network issues. Prior to this role, Rahil served as a 2nd Line Support Analyst, focusing on technical support, system maintenance, and user account management. Rahil's career also includes positions as a 1st Line Support Analyst, IT Support Engineer, Sr. Engineer, and IT Helpdesk Executive across various organizations. Rahil holds a Bachelor of Commerce in Accounting and Finance from the University of Mumbai and completed higher secondary education in the same field at Mahatma Education Society.