Senior IT Service Desk and Project Supervisor
Dubai Refreshment Pjsc
Total years of experience :16 years, 10 Months
• Provides technical assistance to computer system users and resolves reported incidents through phone, email and floor support if necessary before escalation
• Conduct computer diagnostics, installation of software and hardware configurations
• Managing the active directory for domain users including account update and password resets
• Involved in SAP account administration
• Maintains database for ICT assets and component configuration including workstations, servers, printers and scanners and blackberry devices
• Confer with staff, users, and management to establish requirements for new systems or modifications.
• Communicate planned and short-term changes of service levels to users.
• Coordinate second-line and third-party support groups as and when required for speedy resolution of incidents
• Maintains and updates company website
• Provide management information and recommendations for service improvement
• Identify training needs and reports closing the incidents and confirmation with the users
Provides technical support services, including:
• System administration related to account creations, deletions, distribution lists and access on company's systems
• Monitoring the network for circuit or network device outages using network tools and procedures, and taking appropriate troubleshooting and escalation action as required.
• Monitoring batch jobs or automated programs for errors or downtimes, and taking appropriate action or following escalation process
• Investigate and troubleshoot user problems and source of error. Participate in diagnostic procedures, and apply knowledge of company's systems applications, computer software, hardware, and procedures to resolve problems.
• When resolution is outside of the area of expertise, transfers or escalates problem to appropriate group for third level support.
• Participate in beta testing, recommendation and deployment of new tools, systems or software upgrades supported by IT.
• Perform desktop support to troubleshoot & resolved workstation issues, set up, replace, upgrade hardware and software.
• Use internal helpdesk system to enter and track user problems, status and updates, resolutions, and generate reports as required
• Provides first level technical support to all users by performing question and problem diagnosis and guiding user thru step by step solutions including floor support if necessary
• Responsible for promptly logging and tagging all customer complaints in the Service Desk and ascertain speedy resolution
• Properly escalate and coordinate reported incidents by following the escalation process defined for each process/operations
• Properly escalate complex problem to level 2 supports and coordinate reported incidents by following the escalation process defined for each process/operations.
• Follow appropriate Handover process for outstanding logged tickets;
• All issues are logged, tagged, tracked, and resolved to the satisfaction of the client (internal/external)
• Coordinate with other IT internal groups including Systems, Data Network, Voice Network, and Security groups to ensure that service level agreements with the internal and external customers are met
• Provide summary reports of all logged and tagged issues/incidents and tickets
• Monitor ticketing system of IT related requests
Promoted from Junior Associate to Senior Associate
Dean’s List