Officer Technical Support
al-sayer group
Total years of experience :14 years, 8 Months
• Day to day Operational Support to the site from Application, hardware, software and Network Supporting to the End users
• Install all new hardware, systems, and software for end users and test the system.
• Operate the work shop tasks regarding the Desktops, Touch screens and Printers.
• Daily full support for the location -department users and make sure the systems is error free.
• Mont ring the Vendors and local Order purchases of the end users departments and followed up with the IT group
• Provide all the updates to the different Hardware drivers like IBM, DELL, HP, DTK hardware.
• Support the users regarding the Updating or patches in their real-time application
• Create the reviews and reports monthly to the direct manger about the IT stores and despoil lists of assets.
• Adjusting the Assets for the users on the **Exact Synergy**
• Updating the current server application upon request and locations
• Installed the applications certificated and manage the access for the users
• Mentoring the users Assets related to the IT as per ISO standards of the IT group
attendand respond to customers’ enquiries (e-mails phone and fax) using the Best Practice guidelines.
• Work within agreed service levels, striving to exceed customer expectations wherever possible.
• Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic
• Take ownership of queries and proactively follow through to resolution.
• Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Team Manager
• Assist Team Manger and management with any special projects assigned and provide backup to team manager when necessary
• Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to team manager when necessary
• Mentoring and developing new staff to meet customer service requirements. Demonstrating willingness to assist team with day to day operations
• Maintain professional working relationship with internal and external customers, customer service management and colleagues