Service Desk Analyst
Technology Control Co.
مجموع سنوات الخبرة :6 years, 5 أشهر
- Provide L1 & L2 support for the reported issues from different services
- Analysis of reported failed transactions for different services on both production and test environments, identify the cause of errors, reassign it to L3 support once required
- Send announcement to the clients once there is an update to one of the services or any scheduled maintenance
- Monitoring/logging services interruptions/outages
- Provide test data to clients for their testing and assist them on any service connectivity issues
- Utilize Postman tool to test the service APIs and test new features of a service before it get deployed to production environment
- Prepare weekly, monthly incident reports and performance reports on each quarter
- Maintain current documents related to the services, references and training guides for the new team members
Application support - L1 & L2
Products: SEMATI, IAM, E-Visa, BALLIGHNY, MNV (TAHAKAK), MANAFTH.SA
- Receive customer requests/inquiries by phone, emails, web portal and through walk-in service.
- follow up on unresolved requests and escalate it to the assigned service provider or management once required.
- Report all emergencies to security operation center
- Support on housing requests like booking, arrivals, departures, locked-in, locked-out.
- Keys management such as keys issuance, keys duplication, updating keys tracker for in/out keys and utilize/review keys inventory database when required.
Project: KAPSARC
Industry: Facilities Management
CAFM system used: ManageEngine, Special interface on SAP Logon 740
- Receiving customers’ requests and complaints through the KAUST unified FC Helpdesk number, E-mail and IBM Maximo E-ticketing system supporting both campus and non-campus facilities plus the residential areas
- Assign each request to the designated service provider and following up if there is any delay or service failure
- Handling high priority issues and escalate it to the client and contractor's higher management
- Reporting HSE situation directly to KAUST-911 center and keep following with them until the job done
- Logging inspection and maintenance tickets in the system related to the power consumption surveys
- Answer the community member inquiries directly or forward it to the appropriate service line management for their advice once required
- Achieve the required target of daily customer satisfaction surveys
Project: KAUST
Industry: Facilities Management
CAFM system used: IBM Maximo
- Monitor and distribute the workload between the agents
- Coordinate the jobs between different parties including (FMMA, service providers, security and the client)
- Escalate customer's complaints with higher management
- Preparing the daily, weekly and monthly reports and other reports on-demand
- Create/update work documents such guides, references and contact lists
- Managing the team by preparing their monthly roster, keep tracking of their annual/sick leaves in coordination with call center line manager and HR.
- Training the new staff and support the team 24/7
Projects: RDC(ITCC) & KAFD
Industry: Facilities Management
CAFM system used: special interface to Access DB, IBM Maximo
- Receiving customer requests and complaints through the phone or Email, assign it to the appropriate service provider, following up with them until get resolved and resolution sent to the customer
- Following up on the progress of pending issues with the service providers and the operations team
- Collecting customer's feedback for the monthly surveys
Projects: RDC(ITCC) & KAFD
Industry: Facilities Management
CAFM system used: special interface to Access DB, IBM Maximo
- Train students on how to use Windows OS and some of the programs in Microsoft Office suite
- Tracking student's attendance, performance
- Preparing Mid and Final exams.
- Train students on how to use Windows OS and some of the programs in Microsoft Office suite
- Tracking student's attendance, performance
- Preparing Mid and Final exams.
Bachelor's degree in Computer Science