help desk agent
Reach Employment Services
Total years of experience :15 years, 11 Months
- Acting help desk and customer service agent at RTA, support two departments Administrative services department and Buildings and facilities department. My role receive the complaints, incidents, and from RTA employees by telephone or email and follow up with services owners and contractors after open service ticket in help desk system and MAXIMO system. and apply the ITIL concepts with the tickets in both systems. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers.
Follow-up and update customer status and information.
Acting as Technical support and infrastructure for all projects Achieved by the company in all region. Heading all projects related to IT and Safety Engineering in Darfur plus providing full support and configure for all routers provide to customers by our company, plus also provide full support for all mobile services.
Supervision of all civil works and information technology systems and fire & safety works and to receive complaints from the project owner and follow-up maintenance works with contractors and report it to the management of the project (the warranty period).
Acting as IT infrastructure Engineer for Azm Co. Khartoum Office, projects and fall on my responsibility Email Server and Backup Server and installation for all digital video recorder equipment and installation for such equipment (modem, Optimization System), plus acting as help desk for all staff inside the company Khartoum office .
Acting as Information Technology Specialist and fall in my responsibility providing IT support for the Federal Hospital’s corporate departments in the HQ and other branches.
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