IT Service Desk Analyst
Qatar Islamic Bank
Total years of experience :12 years, 9 Months
Primary Support for the migration of T24 Core Banking Application
Part of 12members IT service management team with more than 1500 users IT related Issues through voice, Remote and on sight support
Managing SLA and incidents
Preparing daily, weekly and monthly report for the client.
Providing the primary support for all the IT related issues
Installation of ECC (Electronic Check Clearance), Id Scanners, Nano Perso (Card printing), Etc.
Primary Support of All the applications that are running in QIB
Supporting more than 1200 users in the Head office and 33 various branches in Qatar Location
Handle daily technical support activities on desktop support and network
Installation and Configuration of all application (more than 100) in the Bank
Installation, Configuration, Troubleshooting of Various IT equipments in the Bank
Deployment Activities: Responsible for successful deployment and upgrades of workstations
Configure, troubleshoot, isolate, repair, and resolve all IT issues including
Desktop/laptop hardware and software, Networks, mobile devices, printer/scanners/copiers,
Hardware peripherals and other desktop related equipment
Configuration of Blackberry devices and I phones
Carry out on-site analysis, identification, and resolution of difficult desktop problems for end user
Coordinating with Network, Server and Application teams for quick resolution of Issues
Supporting more than 300 users inside and outside including 3 different sites
Giving voice and remote Support for Users
Point of Contact for End User Computing Issues
Handle daily technical support activities on desktop support and network
Configure, troubleshoot, isolate, repair, and resolve all IT issues including
Desktop/laptop hardware and software, Networks, mobile devices, printer/scanners/copiers,
Hardware peripherals and other desktop related equipment
Extend computer support for systems’ software and hardware
Troubleshoots and diagnoses problems regarding printers, network issues, PC hardware and software
Following ITIL Based concept using IBM Maximo Tool
Interact with staff on IT related problems and their resolution
Systems Administration Activities: Perform computer management and system administration activities
Deployment Activities: Responsible for successful deployment and upgrades of workstations
Network and connect computers within organization to better communication
Supporting, installing various printers (Network, Local and Zebra etc.).
Configuration of Blackberry devices
Single point of contact for end user to receive support and maintenance for computers and network system
Establish VPN access for all remote users
Extend remote support for global users
Support in testing and deployment of new applications and systems
MS Outlook and Outlook Express Configuration and troubleshoot
provide a high level of customer service for all support queries
Providing voice and remote support for the Clients
Document all the discussions with internal stakeholders and contractors
Maintain records of applications, Application Owners, versions and packaging status for all the applications in
the applications list
Assist users to make more effective use of desk top systems, products and services, making
Initial diagnosis of problems and advising of known solutions
Providing voice and remote support for the Clients
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals
Carry out on-site analysis, identification, and resolution of difficult desktop problems for end user
Supervise complaint ticketing system and follow timely resolution of all work orders
Supporting cognizant users and external Users
Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software
Part of 15 members IT service management team with more than 1200 users
Recommend and apply solutions, including on-site repair for remote users
Configuring and maintaining Blackberry devices, I phones, I pads etc
Troubleshoot, Diagnose and repair Desktop and Network related Problems
Monitored and responded phone and e-mail requests for technical support
Supporting, installing Local and Network printers
Providing Single point of contact for all IT related issues
MS Outlook and Outlook Express Configuration and troubleshoot
Handle password lockouts, expiry and resets requests
Taking the user system remotely and resolving the issues
Experience in BMC-REMEDY and On Target(Ticketing Tools)
Coordinating with service providers
System Administration Job (User ID creation, Rights, etc….)
❖ Diploma (3 year) in Computer Engineering At Govt. Polytechnic College Chelakkara, kerala ❖ Plus 2 (Science) at Govt.H.S.S.Pattikkad, Trichur, Kerala
❖ SSLC at Govt.H.S.S.Pattikkad, Trichur, Kerala.