Service Desk Analyst
Panda Retail Company - Saudi Arabia
Total years of experience :6 years, 2 Months
· Laptop and PC hardware/software troubleshooting, and setup.
· Freshservice platform admin, which including customization, creating workflows (including expressions), and various administrative duties.
· Micosoft Intune deployment of software and software updates, along with browser management, and automation scripts
· Asset Management, which including keeping track of the assets, maintaining a record, and distribution of company IT assets.
. Introduced task management via Asana
. Introduced automations via Zapier to automate manual tasks
• Digital Marketing, social media posts and advertisements.
• Doubled the company’s engagement on Twitter and increased traffic to the company website by 30%.
• Develop and execute innovative marketing campaigns to increase brand awareness and drive customer engagement.
• Analyze market trends and competitor strategies to identify opportunities for growth and differentiation.
• Create compelling visual content for social media platforms and website to enhance brand visibility and engage target audience, Using the Adobe Creative Suite. Mostly Photoshop, Illustrator, and Premiere Pro.
•Risk analysis of card members’ accounts.
• Determining credit limit increases.
• Authorizing transactions that require authorization.
•Collaborating with other departments (such as customer service and fraud prevention) to identify and resolve authorization-related issues and provide a seamless customer experience.
• Hardware and software troubleshooting.
• Printer support.
• IP phone installation.
• Mainly disputes (retrieval requests, chargebacks).
• Processing manual transactions, and releasing payments above payment ceiling.
• Occasionally handling merchant inquiries, adding new merchants, new locations for existing merchant, adding and deleting POS terminals, and merchant credit and debit adjustments.
• Maintaining accurate and up-to-date records of all transaction activities for audit purposes.