Help Desk Supervisor and IT infrastructure unit head (A)
Amiantit company
Total years of experience :18 years, 9 Months
The Help Desk Supervisor’s role is to oversee the entire Help Desk staff and ensure that end users are
receiving the appropriate assistance. This includes the responsibility of managing all procedures related
to the identification, prioritization, and resolution of end user help requests, including the monitoring,
tracking, and coordination of Help Desk functions also the assets management. The Help Desk Supervisor will also contribute to
problem resolution by giving in-person, hands-on support to end users.
Responsibilities: • Provide level 1 support and ensure resolution of day to day incidents reported by HQ end users and remote users • Use automated tools to maintain PCs and notebooks • Participate in updating IT support processes, scripts, SLAs and OLAs • Escalate to relevant stakeholders (e.g. Business Applications, Technical Support) for level 2 support when needed • Monitor ticket closure and communicate issue resolution to end users
• Document all HQ end users tickets raised and update the IT configuration management database (CMDB) • Conduct the deployment of BYOD (Desktop/laptop/phone/tablet etc.) solutions in HQ • Ensure proper security setup of HQ end user desktops/ notebooks and manage IT security issues • Perform tracking, reallocation and disposition of HQ end user IT assets • Develop reports highlighting nature and source of end user support requests, and determining the accountability of complaint and efficiency of resolution • Develop and adhere to IT support policies, processes and procedures • Develop and perform periodic customer satisfaction surveys • Provide Level 1 Training to users on Office 365, following ACC best practice implementation. • Provide regular status updates to the Head of IT Support
Responsibilities:
• Collaborating with team members in configuring and troubleshooting Microsoft operating systems like Window XP, Windows 7, 8 & 10 Microsoft software applications (Word, Excel, Outlook, PowerPoint (versions 2003, 2007 and 2010-2013) including Cisco switches and routers.
• Enhancing system uptime by troubleshooting software and hardware issues in Windows machines, Windows server 2008 active directory, resolving data networks, local, network printer failures, and rendering network based end user support.
• Rendering wireless connectivity by setting up Wi-Fi access points. Catering to management meetings encompassing video conference and presentation facilities.
• Maintaining updated knowledge in setting up workstations, hardware and software including peripherals like printers, scanners and plotters.
• Acquainting team members with help desk system, remote tools assistance.
• Conducting gap analysis on deployed functions and possible system enhancements Aligned to business processes of the organization.
• Maintaining security including rights on user/ group level based on organizational hierarchy.
• Designing and maintaining workflows, communication and escalations processes based on business requirements.
• Spearheading the Saudi Cement unification and leasing project.
• Interacting with vendors and suppliers pertaining to new user requirements related to PCs, printers and other facilities.
• Troubleshooting software & hardware failures in Windows machines, data network failures, local and network printer failures, windows server.
• Setting up end-user and creating mail account in exchange windows server.
Resolved network related critical activities like migration, new core router integration, upgrade of network to latest software release etc.
• Interacted with support teams in managing escalated faults, highlighting cases related to bugs and hardware issues with the supplier.
• Rendered solutions or workarounds to customer network issues escalated by the operation team.
• Conducted network audits and recommended technical solutions to the management for enhancing network performance.
• End user support and evaluated client requirements, designed best, and cost effective solutions for network connectivity.
• Assessed design documents for troubleshooting customer issues, testing and validation of new services.
Professional Development Trainings • Co-op Training, KANOO Computer Regional Data Center, 3 Months and Half Months • 5118: Maintaining and Troubleshooting Windows Vista, New Horizons, July 23, 2007. • 5116: Configuring Windows Vista Mobile Computing and Applications, New Horizons, July 21, 2007 • 6422A: Implementing and Managing Windows Server 2008 Hyper-V, New Horizons, DEC 12, 2011 • 6331A: Deploying and Managing Microsoft System Center Virtual Machine Manager, New Horizons, DEC 28,2011. • Fiber Optic Cables (Jointing/Splicing) and Troubleshooting, Bayan, Feb ,2012. • Interconnecting Cisco Networking Devices Part 1 (ICND1), New Horizons, June 13, 2012 • Interconnecting Cisco Networking Devices Part 2 (ICND2), New Horizons, June 20, 2012 • 10747 Administering System Center Configuration Manager -2012, May 1, 2014 • 20411 B Administering Windows Server 2012, New Horizons, 27 Nov 2014. • Core Solutions of Microsoft Exchange server 2013, KSA New Horizons August 2015. Seminars & Workshops • Special Lectures on Information Technology, Microsoft Seminar, Cisco, Name of the Institute, Date of Completion • International Exhibitions for Information Technology, GITEX, Name of the Institute, Date of Completion