IT Support Team Lead
Abu Dhabi Airports Company
Total years of experience :19 years, 8 Months
*Supervise the Field Support & Service Desk Team and ensure professional services are provided to all ADAC group and commercial clients for their IT Team members related system issues in order to avoid multiple contact points, minimize system downtime, and increase user productivity, by ensuring fast turn and around.
* Following up on unresolved problems with other IT Team members on service providers, establish estimated downtime, and inform the users of the delay enabling them to reorganize their productive time.
* Analyze reported problems and provide solutions over the phone to the users' satisfaction enabling them to resume their work with minimum disruption.
* Provide orientation and on-the-job training to new department staff members.
* Observing tickets and email with the teams to follow the process & procedures.
* Contact users for Customer Satisfaction for QoS.
* Maintains quality service by establishing and enforcing organization standards.
* Ensure escalation and other sectional procedures are maintained.
* Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
* Provide a single point of contact for customers related to IT systems problem rectification, reduce systems downtime, and increase user productivity by ensuring fast turnaround time.
* Provide recommendations on company application purchases.
* Monitor and maintain call statistics passed to field support team using the software tools available and inform support manager of the noticed trend of the business propose changes required which will enable management to evaluate the situation and take corrective measures.
* Raising Purchase Order for users related to IT Assets and following up with suppliers till the delivery is out.
* Provide support where needed for internal & external customers.
* Provide a feedback loop to wider staff and customers on resolved and in-progress problems and incidents.
* Review all technical support-related processes and documentation for continuous improvement.
* Actively involved with the operational delivery.
* Manages staff, coaches, counsels, and disciplines employees.
* Monitor team performance and report on metrics.
* Evaluating tenders, technologies related to IT assets.
* Contributes to team efforts by accomplishing related results as needed.
* Monitoring the servers related to Airport systems.
* Assigning tickets on the “Service Desk” to a specific group for requests or issues.
* Following up with the team for pending issues/requests.
* Sending SMS & Advisory for critical impacts related to Airports Systems.
* Following up with technician on tickets approaching SLA Violation thru “Service Desk”.
* Observing tickets and email with the team to follow the process & procedures.
* Contact users for Customer Satisfaction for QoS.
* Ensure escalation and other sectional procedures are maintained.
* Provide a single point of contact for customers on IT systems problem rectification, reduce systems downtime, and increase user productivity by ensuring fast turnaround time.
* Implement, troubleshoot and maintain hardware and software of IT systems.
* Monitor and prepare call statistics using software tools available, conduct trend analysis.
* Provide first-line response for users requiring assistance with IT issues and problems.
* Recording & Respond to requests for technical assistance by phone, email, and/or using helpdesk management system (Manage Engine Plus).
* Track issues to resolution updating the internal knowledge base and/or communicating learning with the relevant business unit.
* Manage the build, distribution and inventory of computer equipment, applications and accessories and update daily status reports.
* Diagnose and resolve technical hardware and software issues.
* Develop and maintain a current knowledge base of known issues and solutions to fully efficacy team experience and best practice.
* Maintain the IT inventory.
* Maintain the Telephone System (AAstera), blackberry and video conferences systems (LifeSize).
* Assist in network & cabling upgrades and offices relocations.
* Maintain the change management.
* Upgrading & installing servers.
* Follow-up Server backup for all the servers on a daily basis.
* Solving problems related to technical support.
* Configuring IP Telephone & Digital Fax System using Avaya System.
* Receiving calls from employees, customers as helpdesk.
* Supervising the safety of effectiveness of Servers & PCs and raised to better environment.
* Follow-up plans and the development of the data center to the new building.
* Monitoring & Follow-up Servers and PCs by Microsoft System Center Operations Manager (MSCOM).
* Documenting Shared Folders, reports and events for Operating Systems.
* Monitoring Internet traffic and client usage using Websense.
* Implementing the same job as a helpdesk & technical support.
* Upgrading new PCs & maintenance.
* Transfer analog fax or number to digital by the server, or via versa.
* Create username & email using Active Directory.
* Upgrading latest software in the PCs.
* Reporting any jobs that been done to the Helpdesk Service Desk Express system.
* Solving printer problems and installing the cartridge.
Following-up with my team colleague for their work and reports.
Provide technical support and install software for computer users.
Performing minor repair work and keeping records of service.
Receiving Calls as help desk and solving IT related Problem issues.
Provide technical support and install software for computer users.
Performing minor repair work and keeping records of service.
Receiving Calls as help desk and solving IT related Problem issues.
Technical Support for PCs.
Training work placment as Support.
Training Work Placment as Opreator.