IT ServiceDesk Analyst
National Bank of Abu Dhabi
Total years of experience :15 years, 9 Months
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
Receiving, logging and managing calls from internal staff via telephone and email.
1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Blackberrys, Laptops, PCs and Printers.
Troubleshoot basic network issues.
Escalate unresolved calls to the infrastructure support team.
Log all calls in the Service Desk Call Logging system (HPSM).
Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc.
Acting as an escalation point where difficult or controversial calls are received.
Producing statistics and management reports.
Representing the Service Desk at meetings.
Arranging staff training and awareness sessions.
Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk.
Assisting Analysts in providing first line support when workloads are high, or where additional experience is required.
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint).
Publishing support documentation to assist staff with requests for information & provide staff training if required.
Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
Blackberry account management and provision.
To arrange for external technical support where problems cannot be resolved in house.
Bulk Administration Tool for IP Phones and IP Communicators
Configuration of Cisco extension Mobility
Configuration of Music On Hold (MOH) Resources
Have hands on experience working with CISCO 7940, 7960, 7961, 7942, 7962 IP phones
Have configured Voice Interfaces like FXS, FXO, ISDN T1/E1 PRI, T1/E1 CAS, ISDN BRI
Configuration of Phone Button Template, Soft key Template
Configuration of User Features such as Speed dial, Call forwarding, call hunt, call pickup, Call Park, etc.
Cisco unity connection integration and configuration.
Maintaining inventory of computers & related hardware and software and projectors available in the office and on ships/sites.
Applying trouble shooting principles to maintain all computers, projectors and related hardware in good operating conditions in the office and on ship/sites.
Trouble shooting and maintenance of Windows, Microsoft Office and other software related problems.
Maintaining existing networking system between various PCs and between PCs & printers etc; and upgrading whenever needed.
Maintaining data base of existing Email IDs, usernames & passwords for web mail access and establishing new ones whenever needed.
Maintaining liaison with respective service providers for maintaining accounts, domain name and other IT matters.
Regular updating & uploading of fresh information on company website.
Data entry and retrieval.
Create and Modify Domain User Accounts, Groups, Computer objects and Organizational Units by using the Active Directory Users and Computers MMC Snap-in.
Installations, configuration and administrations of Operating Systems like Windows 2003/2000 Servers and Windows 98/XP/2000Professional clients.
Installation, manage and maintenance of Active directory (AD).
Installation and configuration of RAID.
Configuring User Account Properties. And granting Permissions.
Manage and maintenance of shared folders.
Configure and Maintain daily weekly backups and Restore.
Good Understanding of Verities of backups
Manage Symantec Anti Virus software.
Good Understanding and experience of MS Office.
Administration and support of Printer servers and LAN printers.
PC Hardware supporting, Assembling, configuring desktops and Servers upgrading and Troubleshooting of peripherals and preventative maintenance.
Internet and software application support.
Network Configuration and implementation, adding more system to network.
Installation Configuration and Maintenance of mail clients like MS Outlook and Outlook Express.
Perform routine system audits, service pack installations, and upgrades.
Documentation of call reports, asset list, monthly status report, and Helpdesk support.
Create and Modify Domain User Accounts, Groups, Computer objects and Organizational Units by using the Active Directory Users and Computers MMC Snap-in.
Installations, configuration and administrations of Operating Systems like Windows 2003/2000 Servers and Windows 98/XP/2000Professional clients.
Installation, manage and maintenance of Active directory (AD).
Installation and configuration of RAID.
Configuring User Account Properties. And granting Permissions.
Manage and maintenance of shared folders.
Configure and Maintain daily weekly backups and Restore.
Good Understanding of Verities of backups
Manage Symantec Anti Virus software.
Good Understanding and experience of MS Office.
Administration and support of Printer servers and LAN printers.
PC Hardware supporting, Assembling, configuring desktops and Servers upgrading and Troubleshooting of peripherals and preventative maintenance.
Internet and software application support.
Network Configuration and implementation, adding more system to network.
Installation Configuration and Maintenance of mail clients like MS Outlook and Outlook Express.
Perform routine system audits, service pack installations, and upgrades.
Documentation of call reports, asset list, monthly status report, and Helpdesk support.