Team Lead IT Service Delivery Support Professional
Alghanim Industries
Total years of experience :16 years, 4 Months
Deliver front line first level support related to every service system supported by IT. The support given in person, via telephone, email on-site. Knowledge in a broad, constantly evolving assortment of IT policies, procedures. Possess the maturity & reliability to provide user support accurate and consistent.
- Customer Calls: Responding to all IT Service Delivery Desk Phone Calls, log and resolve or assign calls as required.
- Service Delivery E-Mails : Check Emails in the IT Service Desk inbox
- Remedy Ticket Management:
-Log all calls by Priority assigning it to the appropriate group or team.
- P1, P2, P3 and P4 are logged correctly and ensuring correct CTI is assigned.
- Provide in depth information about a problem or request into ticket when logging.
• Ask customer the right questions or confirm if not sure.
• Use Problem Scripts
o Customer Request Updates: Update users back on their tickets by providing regular updates on incident or request status wherever possible.
o Team Follow Ups:
Follow up all Aged cases daily by chasing resolver teams to update and close their tickets.
Follow and update Incidents and Service Requests properly with the resolver teams.
P3/P4 incidents remind the support team 1 day before and then again 4 hours before it is breached. ** Done through remedy automation - emails to assignees.
o Forms & System updates :
Ensure that all the forms are being taken care and entered in the system
Ensure that all the telephone extensions are updated in outlook and remedy systems
Employee Clearance and Exits checks and validation
o CTI Analysis: CTI analyses to be completed every 15 days and update the Team lead on the breached cases and quality of the tickets.
o Knowledge Base : Create Incident Solution Documents (Knowledge Base)
Monitor existing documents to ensure they remain thorough, accurate and up-to-date
o Problem Tickets: Highlight problem case if needs to be created.
Incident Management - Restore normal services as soon as possible with workarounds or solutions to make sure that it does not affect business
Problem Management - Find the root cause of incidents and reduce the impact on business. Problem Management
o Disposal Requests : Ensure all the disposal items are recorded properly and update the management where required
o ITSD Stock Items: Ensure all the stock items are managed actively and efficiently and update to team head on weekly basis.
o Asset management : Ensure all software/ Hardware asset management is maintained properly and send and update weekly to the team head
- Software license management & compliance - to track software usage through Volume Activation Management tool 3.0, license violations, ensure compliance and to maintain accurate software information
- Software usage tracking to manage the purchase of frequently used software
- Compliance reporting for softwares purchased
o SAP/AD Data management: Ensure all the active user Emails are up to date in SAP and user who left are also maintained properly in SAP as well as AD
Technical Skill Set of SAP
User Authorization and Administration
Creating users, assigning the authorization to the users. Assigning the Authorization to the missing objects using PFCG. Various Role’s assignment to users.
Resetting passwords, Locking/unlocking users,
Copying users and deleting of users.
Registering Users with SAP.
Mass user maintenance
Troubleshooting SAP startup problems
Support package installation
ESS Portal Administration
Extensive experience in analyzing and solving day-to-day SAP Production issues with client facing skills.
Stock allocation upload on monthly basis
o Supervise team members in absence of team lead.
o Supervise team members on office shifts in a direct mail environment
o Train team members
o Check the status of user’s requests online, thereby reducing unnecessary follow-up calls to servicedesk to check status. \no Email Integration - handle the help desk emails sent by users \no Notification alerts - inform technicians for request handling & inform users the request is logged \no Help Desk Reports- to schedule and review the reports based on Request-status \no Remote Control- to access any workstation in the network - experience in using remote desktop utilities in troubleshooting and resolving users problems \no Software license management & compliance - to track software usage, license violations, ensure compliance and to maintain accurate software information \no Software usage tracking to manage the purchase of frequently used software \no Incident Management - Restore normal services as soon as possible with workarounds or solutions to make sure that it does not affect business \no Problem Management - Find the root cause of incidents and reduce the impact on business. Problem Management is a proactive approach that prevents recurrence of incidents \no Troubleshooting IT issues- involves diagnosing and solving computer related problems \no Experience in Microsoft Office Applications (Word, Excel, PowerPoint, Outlook, Publisher, Visio) \no Experience in creating and modifying presentations \no Monitor existing documents to ensure they remain thorough, accurate and up-to-date \no Knowledge in installing, supporting and troubleshooting Windows XP, Vista, Microsoft Office 2003, 2007
• Manage office operations to ensure efficiency and productivity.
• Manage accounts receivable/payable.
• Prepare business activity statements.
• Manage workers compensations.
• Mange relations with clients and suppliers.
• Order stocks and office supplies.
• Manage induction of new employees.
• Update computer records
• Order office supplies
• Assist with mail outs and promotions
• General office maintenance
• Monitor existing documents to ensure they remain thorough, accurate and up-to-date
• Answer telephones, and direct calls efficiently or take accurate messages where appropriate
Successfully completed and passed Diploma in Customer Service LEARNING OUTCOMES - Apply the fundamental aspects of customer service in a business; - Advance a customer service program from a fundamental to advanced level; - Communicate and collaborate with customers utilizing efficient communication processes; - Obtain customer feedback to continuously refine a customer service program; - Implement a customer service program in the hospitality industry, the retail industry and the public sector.
Graduated from Mount Zion College of Engineering, in B.Tech Electronics and Communication, with first class Graduated: 2006
URL removed due to policy violation. Please contact support for further information.