Service Desk Executive
Chalhoub Group
Total years of experience :14 years, 2 Months
Providing L1, L2 and L3 support and analysis to ensure FCR (First Call Resolution) in order to
minimize number of escalations to avoid resolution delay.
Working closely with deferent sectors within IT Dept. for escalations to ensure timely resolution.
Installing and configuring computer hardware, applications, operating systems and Networks.
Creating and configuring users’ mailboxes and Diagnosing and solving email and cloud issues
(Outlook 2010, Outlook2013, Outlook 2016, Office365).
Setting up new user’s accounts and profiles and dealing with sharing and security permissions
and password issues on Active Directory.
Managing access to all oracle business Intelligence application (Provisioning, Revoking and
troubleshooting).
Monitoring and maintaining computer systems and networks (Wired and Wireless Networks).
Troubleshooting system and network problems and diagnosing and solving hardware/software
faults.
Responsible for maintaining and upgrading software and hardware.
Notify the users on any outage in the data-centers which may cause unavailability of a service
for the end users.
Follow up with customers on daily basis to track the resolution & closure.
Monitoring the priority of all incidents and service requests carefully to avoid SLA breaching.
Advanced knowledge and experience in Remedy Force.
Monitoring quality of tickets logged in CRM/ITSM tool system.
Working closely with HR Dept. in delivering on time setup, transition and termination for all IT
access (Active Directory, Oracle Business Applications, Oracle BI Analytic and Reporting, Training
Portals).
Ensuring promotions are accurate and in compliance with company standards.
Managing retail staff, among which includes people working on the floor, and the cashiers
Meeting financial goals by analyzing variances; initiating corrective actions in preparing an
annual budget; formulating pricing policies and scheduling expenditures
Manage staff, do ROTA, fix all issue, complain in the store, and insure reaching target.
Receive shipment in Abu Dhabi Airport weekly, get all permits and do all communication with
Abu Dhabi Airport Duty Free for tow store in terminal 1 and terminal 3.
Evaluate self-on- the-job performance, as well as other staff
Identify market trends that appeal to customers
Ensure products are clean and ready to be displayed
Installing and configuring computer hardware operating systems and applications.
Monitoring and maintaining computer systems and networks.
Talking staff or clients through a series of actions, either face to face or over the telephone to
help set up systems or resolve issues.
Troubleshooting system and network problems, diagnosing, and solving hardware or software
faults.
Replacing parts as required.
Providing support, including procedural documentation and relevant reports.
Working continuously on a task until completion (or referral to third parties, if appropriate).
Prioritizing and managing many open cases at one time.
Testing and evaluating new technology.
Responsible on the daily sales reports.
Studied Networking,programming,maintenance and management materials.