IT Helpdesk Level 2 Support
IBM
Total years of experience :15 years, 4 Months
Provide Technical support solutions to Mobily end-users via remote access solving business related issues.
(Windows & Desktop MS Office, MS Project, CRM, third party applications and e-mail issues)
Act as a single point of contact for phone calls and emails from end- users regarding IT issues and queries.
Diagnose and resolve software and application issues involving internet connectivity
Maintain the resolution time according to the SLAs based on ITIL standardizations.
Provide 1st and 2nd line support - troubleshooting of IT related problems of hardware, such as, Laptops, Work Stations, Printers and BES.
Escalate unresolved Tickets to the specialized support teams
Log all calls received in Service Desk through the agreed ticketing system (Remedy & Maximo)
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
Perform Creation of new accounts using company provided software tools.
-Support customers for all internet services provided by (Etisalat) - Dialup, ADSL, Mails, & Domains and Fiber Optics based services (Internet, IPTV & PSTN)
-Provide customers with all Billing Information related to their accounts.
-Perform basic troubleshooting with customers and assign escalated cases to the concerned departments.
-Reply on all customers inquiries regarding all internet services provided by Etisalat.
-Supporting customers for all services provided by (LINK dot NET) - Dialup, ISDN, ADSL, Mails & Domains
-Perform basic troubleshooting with customers and open CRM tickets to the appropriate department to solve the problem if needed
-Following up with customers assuring quality of service
-Following-up on CRM tickets to decrease customers down time
-Responsible for service delivery within the estimated time for installation
-Receiving customers’ incoming calls answering their inquiries about their pending accounts according to the work flow standardizations
-Solving active customers’ problems
- (Check Point 6 Project):-
-Making outgoing calls informing suspended (Due to unpaid invoices) customers about their outstanding balance
-Retain suspended customers to resume the service
-Know customers’ problems and assign the problems to the specialized teams.