User Help Desk Shift Leader
Airbus Defense & Space
Total years of experience :14 years, 8 Months
• Worked as part of the 24/7 shift system in the User Help Desk (UHD) department ensuring efficient and seamless end user support.
• Administered shift schedules ensuring optimum staffing and skill levels to meet operational requirements and standards.
• Performed various human resources (HR) tasks required for day-to-day operations of the UHD.
• Participated in the management and resolution of major incidents whilst acting as an escalation point for queries from team members.
• Coordinated briefing, training and awareness sessions for staff enabling efficient and productive UHD operations.
• Generated management reports including daily, weekly and monthly performance review reports.
• Championed corporate processes including incident, problem and change management. Monitored and ensured compliance with approved processes and supporting procedures ensuring consistent delivery of efficient and effective services aligned to customer SLAs.
• Represented UHD in meetings and liaised with senior management and change management teams.
• Assisted analysts in providing first-line support to users as per contractual requirements.
• Facilitated smooth operations during periods of high workloads and/or reduced staffing levels by responding to calls and e-mails from customers.
• Identified poor performance and processes, initiated improvement plans including provision of optimum and up-to-date working aids.
• Participated in implementation of and ensured compliance with company policies and best practices in the area of security, focusing on the protection of sensitive customer information and meeting customer security requirements.
• Supported the UHD Manager with people management activities including personal development plan (PDP) process and management of staffing levels (leave and training).
• Supervise staff ensuring compliance with company and departmental processes and procedures.
• Helped staff in addressing personal issues likely to impact work performance and highlighted cases to the UHD Manager where appropriate.
• Assisted in delivery of staff briefings on issues or changes that may affect volumes and work patterns at the UHD.
• Worked as a member of the UHD team providing support to the key client account - Saudi Arabian Border Guard, performing shift duties to deliver 24/7 operational support to the client.
• Served as the first point of contact related to equipment in the assigned area of specialty
• Command, Control & Intelligence (C2I)/IT equipment and software
• Intelligence, Surveillance & Reconnaissance (ISR) equipment like antennas, microwave equipment, associated cabling devices on communication towers, radars, optical and infrared cameras.
• Communication (VoIP, TETRA)/LAN/WAN equipment
• Provided user support in management of incidents related to C2I, ISR and communication equipment and systems.
• Answered and responded to all calls and handled them as per applicable UHD processes.
• Dealt with first fault isolation and troubleshooting for failure notifications, opened tickets and issued work orders for corrective maintenance.
• Interfaced with the Border Guard staff, technical support teams and suppliers ensuring on time quality service delivery.
• Evaluated job requirements and assigned required resources to answer technical queries and resolve problems.
• Maintained up-to-date database of spares and supplies, equipment configuration and required technical publications.
• Contributed to implementaion of best practices including ITIL standards in UHD services.
• Advised field technicians and Border Guard staff on maintenance tasks and troubleshooting of operational problems related equipment/software.
• Monitored and ensured adherence to approved safety procedures in all UHD operations.
• Dealt with entry of all logistics data into applicable databases ensuring on time accurate updating of databases.
• Prepared reports and supported the evaluation of service performance to identify opportunities for improvement.
• Consistently delivered high quality technical support to maintain targeted system availability.
Highlights:
• Contributed to the implementation of several projects on Windows platform including CSR and migration of teller PCs from OS2 to windows with Siebel integration.
• Completed several projects including Siebel application implementaion, Mubasher Trading application, network printers, customer service functional e-mail, Riyad Online, IOMSS, new branches, new ATM installation, Radia Proxy Server installation, BW net printer and pin pad installation, Marhaba (welcome counter in Riyad Bank branches and account information card printer.
• Monitored the bank’s Mubasher network comprising of 70 servers and 370 clients across KSA. Coordinated periodic maintenance of servers & update patches and monitored server performance
Responsibilities:
• Provided technical support related to IT hardware, software and applications to users in Riyad Bank branches and other offices.
• Coordinated with vendors for supply of required IT hardware and peripherals.
• Maintained accurate up-to-date record of inventory of computers (PC), printers and all IT devices.
• Executed a wide range of routine tasks including connecting of PCs to domain and setting up, connecting various local & network printers to PCs, installation of different software as per user needs and bank standards, configuration of e-mail with MS Outlook through MS Exchange, repairing and hardware replacement of PCs and taking backup of important user data.
• Updated application software, operating system, drivers, virus definitions as well as hardware components including addition of RAM and hard disks.
• Ensured completion of scheduled preventive maintenance as well as corrective maintenance of computer systems and printers and provided technical support to end users in resolution of issues.
• Maintained ATMs working via satellite with the help of Saudi Inteltec; installed & configured Telentics, Codex modems on both sides for dial up ATMs; installed & terminated Tell Labs network terminating units for digital line ATMs on ATM & branch sides.
• Resolved problems related to communication (hardware & software) for both on-site and branch side ATMs through troubleshooting; resolved problems related to Diebold and NCR make ATMs through troubleshooting.
• Configured Cisco routers & switches, updated Cisco router IOS and took backup of the router.
