IT Officer - Service Desk
Alghanim Industries
Total years of experience :8 years, 4 Months
• Performed as IT Officer - Service Desk Role from Jan
• Provide first level support to users facing issues with IT applications, operating
systems, printers, scanners, IP Phone
• Troubleshoot incoming calls from clients regarding problems with
Desktops/Laptops functionality, network connectivity and application support
• Manage and monitor IT assets to ensure accuracy in inventory records
• Provide a single and quality point of contact for IT Customers
• Perform Classification; prioritizing of incidents dependent on the impact of the
issue
• SAP User Access Management in various Landscape
• Active Directory User Access Management
• Business Objects User Access Management
Performed as Service Desk Administrator Role from Jan 2014
Handling a team of 6 Service Engineers and Technicians.
Managed the IT service desk, first, second level engineer team.
Provide first and second line technical support including incident/problem identification, resolution and escalation in line with local Service Level Agreements (SLA’s).
Assist Senior IT Engineer/PC Support Manager with proactive root cause analysis and problem resolution with regards to troubleshooting pc and basic network problems.
Manage all day to day Production & Problem Management, Vendor Management, and Asset Management.
Plan and prepare technical reports, memoranda, and instructional manuals as documentation of program development.
Implement Remote Desktop System support using DameWare.
Do configuration management for hardware and software license.
Implement and maintain all security standards on desktops.
Administer and control the acquisition and issuing of hardware spares in line with client agreements.
Update Service Desk call information and advice Service Desk staff as required.
Assist with desktop or server- related projects as required
Ownership and handling of escalations
Install, update Antivirus Systems (Symantec/McAfee/Trend Micro)
Managing user accounts and Groups in Active Directory
Installation and configuration of Internet, Multimedia and software
Office application support, and Outlook configuration for Microsoft Exchange
First point of contact for End Users to report issues related to hardware & Software problems
Conduct performance evaluation of employees to identify and categorize agents as target achievers and non-achievers. Guide non achievers on ways to improve work performance.
Monitor the daily functions of the entire process and ensure smooth operation of all activities. Take initiative to resolve issues, if any.
Establish defined quality standards for all work aspects of the organization. Make decisions to investigate and resolve data quality issues.
Identify areas and opportunities to upgrade quality standards within management processes and systems.
Conducting Hurdles for the entire floor on issues related to WAPMO (wrong answer per million opportunities) and also discuss the latest updates related to product.
Interacting with clients through conference calls, discussing performance on CPMS and charting out corrective action plan when required.
Driving the Outlier Management Program, focus on gradual but consistent improvement.
Root cause analysis was done on calls which were below the target and Conference calls with the client as conducted on those call with appropriate measures.
Handled a team of 15 Subject Matter Expert and agents, communicating strategic plans, goals, objective and actionable events to the team-including deadlines and time frames for completion, to meet and exceed client requirements.
Rating individual performance by conducting performance appraisals from team members at regular intervals & charting out consensual goals & objectives for future.
Conducting Quality monitors for the team and providing Feedback
Coaching the team in problem-solving methods, concern areas and in consensus-building activities, and training or arranging for the training of team members in skill, methods and techniques.
Constant analysis on individual level & action plan implementation.
Received the Best Student Award in High School.