IT Service Desk Engineer
Al Nisr Publishing LLC
Total years of experience :17 years, 7 Months
Serving as the first point of contact for users seeking technical assistance over the phone or
email
* Record incidents correctly, categorize and prioritize them as per procedures.
* Provide initial assessment of all incidents, make first attempt at incident resolution or escalate
to the relevant operational support groups based on the agreed service levels
* Installing, configuring and upgrading desktops, laptops, printers, scanners and phones
* Hands on experience in hardware repairs such as desktops, laptops and printers
* Install, configure and maintain operating systems and other software applications
* Setting up accounts (network account, email, phone extension) for new users
* Provide support in various IT Projects.
* Document technical knowledge in the form of manuals, FAQs and guidelines
* Raise purchase requests for IT Business Case
* Improve Service Desk Operation by conducting surveys to evaluate user satisfaction level,
identify weakness of service desk and suggest corrective measures
Key Achievements:
* Reviewed, improved and implemented New Staff Joining and Leaving process between IT and
the Business
* Consolidated technical documents to create and implement IT Knowledge Base for IT and end
users.
* Provided support to Infrastructure and Network team during system upgrades by carrying out
testing and deployment of applications. System upgrade includes Citrix version upgrade, Avaya
Telephone System upgrade, Editorial Content Management System upgrade, migration from
Citrix to RDS environment, and Data Center relocation
* Single handedly completed desktop, printer, telephone and network installation in our new DIP
office (50 users
Log calls on the helpdesk management system (Service Desk Plus). Carry out an assessment of
the issues thoroughly with end users to aid in the first point of contact problem resolution or
escalate to the 2nd
line support
* Follow up with the end user to ensure issue has been resolved.
* Provide technical assistance and support for incoming queries and issues related to computer
Key Achievements:
• Created IT reports for Business using crystal reports as per their requirements (Incidents, Telephone, Internet, Printer usage)
• Learned IT Service Management Foundation (ITIL) course and attained certificate.
• Closed 90% of incident tickets on the first call without escalation.
• Provided support to Infrastructure and Application team during the migration of Active Retail System to Oracle Retails System