IT Procurement Coordinator/IT Service Desk Analyst
Emirates NBD
Total years of experience :18 years, 6 Months
• Handling the purchase requests of the user ( Emirates bank international, Emirates Islamic Bank and NBD branches all over the middle east)
o Coordinating with the vendor for the quotation and forwarding it to the user.
o For non-standard items - proper approvals and business justification is taken before forwarding the quotation
• Handling repair of the IT assets
o Deciding on the repair cost whether the repair is feasible or not comparing with the original cost of asset.
• Store Management
o Managing the two IT stores, store 3B which is of the reusable IT assets
• Asset Management
o Tagging all the IT assets and Logging the same in Remedy with the asset ID.
o Linking the asset id with the employee to whom it is assigned in Remedy.
o Updating of records in Remedy if the asset is collected (in case of employee separation or re-allotment of IT asset)
• Remedy
o Logging all new IT purchase requests in Remedy
o Logging the repair requests of IT assets in Remedy
o Working on Change management, Asset management and incident modules
o Entering the LPO in Remedy and updating the status whether delivered or awaiting delivery.
• Employee Separation
o Follow up for the IT assets of the Employees who have separated from the bank.
o (Reason: Termination, resignation, retirement, end of contract or transfer)
o Coordinating to collect the IT Assets
o Tagging the IT assets collected and keeping in stores
o Working IT assets kept in store for reuse and non working IT assets and obsolete IT assets are discarded (sent to charity)
• IT procurement Mailbox and User calls
o Handling the IT Procurement emails
o Follow up with the vendor for timely delivery of IT assets against the LPO raised.
• IT Projects
o Coordinating for the Delivery of the IT Assets for the new branches
o When the assets are received from the vendor arranging the delivery to the site
o Follow up with the vendor for the pending projects deliveries
Provide assistance to PC users to resolve their problems on-line, Log problem calls/mails into the helpdesk monitoring system.
Evaluate the logged calls, escalate the problems if found irresolvable by phone to next level of support and ensure that the problem are responded to/ resolved within prescribed time limit.
Keep track of problems being attended to close the call as soon as the report on the resolution of problem is received.
Responding to emails and logs from the user
Currently working on documenting the user guide with proper screen shots and description.
Troubleshooting hardware, software and networking issues.
Microsoft office (Outlook, word, excel and power point)
Supporting Al-Tayer retail outlets (POS & Pocket Pc)
First level support for JD-Edwards users & ProClarity.
Delegating rights to users.
Working on Sophos antivirus, Antigen and Device wall for blocking external devices (USB, cameras etc) message labs
Escalating problems related to FBS, Global, Smart plan and Tech track.
Troubleshooting connectivity issues, wireless and Bluetooth., ATG Office and ADSL connection and RSA token.
Configuration of new PC’s and Laptops.
Installation of various soft wares as required by the users.
Supporting users on issues relating to SPS sites.
Escalating issues related to Intranet and PMS.
Updating the Inventory as and when required.
Troubleshooting printers and scanners.
Managing the printers on ho-lcs.
Imparted Training on Microsoft Certification (MCP, MCSA, MCSE)
Imparted training on CISCO Certification (CCNA)
Imparted Training on Hardware and Networking Certification.
Completed the courses in the given time limit.
Washington mutual bank
Voice based US Banking process
Dealing with hardware, networking and software problems
Providing remote assistances
Applications like Microsoft word, powerpoint, excel, access, visio and outlook etc
Troubleshooting printers, scanners, micr printers, teller and networking problems
Trobleshooting connectivity issues
Got many FCR, s (First call resolutions) and was praised by the customers for my customer support, pleasant voice and quick troubleshooting
Worked for Microsoft process MSN
Voice based US process
Troubleshooting MSN connectivity
Troubleshooting networking and software issues
Completed Engineering with honors.
Distinction in maths and science