SERVICE MANAGEMENT ANALYST
INJAZAT DATA SYSTEMS
Total years of experience :6 years, 5 Months
Creates an Incident record/verifies initial information, including severity, priority, and initiate escalation activities.
•Prepares Major Incident report.
•Prepare Incident analysis report.
•Share knowledge and enter data into knowledge repositories.
SERVICE DESK TEAM LEADER - PROCESS TEAM 2013 - 2018
•Assisting in implementation of Knowledge Management across Injazat Data Systems.
•Participated in the design of all quality monitoring formats.
•Manages feedback management to ensure proper action is being taken.
•Monitors the SLA progress and take necessary action to avoid SLA breaches.
SERVICE DESK TEAM LEADER 2011 / 2013
•Acts as a Single Point of Contact (SPOC) to all clients and internal support for process adherence.
•Improved TTR (Total Time to Resolve Incidents) and SLA’s (Service Level Agreement).
•Maintains customer satisfaction.
•Monitored and reported on SD agents’ KPI’s
SERVICE DESK SENIOR 2008 / 2011
•Provided support to end user via telephone, email, visits, and remote access for company users.
•Assisted users with the installation, configuration and ongoing usability of desktop computers, and software.
•Be ready and available at the beginning of shift to handle client requests, answer all incoming telephone/mail requests striving to meet client specific service levels.