فاعور الحمود

• Manage L2 Support and field support all over Kuwait
• Coordinate with all Alghanim industries businesses to cover all the needs in terms of IT
• Meet businesses IT managers regularly to log any challenges they face with IT assets or ITSD process and performance
• Provide the businesses with all IT assets needed in daily operations
• Manage IT stock and maintain safety stock by 40%
• Provide Head of IT Service Delivery and operations with forecast for IT stock
• Ensure that the cases and requests are being resolved and fulfilled within the SLA
• Track disposed IT assets until they are wiped out
• Coordinate with IT procurement team to ensure that business needs and IT stock are received on time
• Ensure that critical cases and requests are being delivered in time manner
• Support Business IT Managers in implementing new solutions and provide them with needed IT assets
• Ensure that machines being used are up to standards and recommend the proper machines to business users when needed
• Prepare requested reports for Head of IT Service Delivery and operations.

• Supervise the pre-opening phase of new stores in terms of design, installation and configuration, and assist in resolving issues.
• Report updates, status and completion information to Regional IT team.
• Take corrective and preventative measures in order to ensure a stable environment and systems performance.
• Coordinate with the suppliers to ensure proper rollout of system updates projects.
• Review reports and documentation regarding the installation of hardware and networking equipment.
• Run unit meetings in order to ensure all unit activities and objectives are properly understood and communicated.
• Carry out functional supervisory responsibilities that include planning and assigning tasks, setting deadlines, monitoring results and quality.
• Ensure the team members are logging all the incidents and requests in the Service Desk system and follow up on the pending and breached cases.
• Assist in recruiting, training, motivating and evaluating his/her team to ensure that the department has the necessary skill base and that staff are optimally motivated and enabled to maximize their potential and contribution to the company.

• Helps the IT Manager to ensure the overall functioning of the retail IT systems and infrastructure.
• Support to the IT manager in maintaining the systems in the stores.
• Responsible for troubleshooting of all software and hardware in the stores (Support Level-1).
• Ensure proper IT support for all the stores users (Support Level-1).
• Help maintain user files on the server in a safe manner.
• Ensure that back-ups completed on a regular basis to avoid any loss of files.
• Ensure off-site storage tapes on scheduled timing.
• Help IT manager in training & supervising staff.
• Prepare action plans for IT staff in quarterly basis.
• Contact with all suppliers for assets maintenance and expenses purchases to get the best offers and services from them.

• Maintain customer satisfaction by providing problem-solving resources.
• Accomplishes customer service objectives by training contact center staff.
• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
• Implement productivity, quality, and customer-service standards.
• Determine customer service requirements by maintaining contact with customers.
• Improve customer-service quality results by studying, evaluating, and re-designing processes.
• Handle all cases sent by call center and solve issues in time manner.

• Serve all customers inquiries and complains though all contact channels (Call, E-mail, and Fax).
• Follow-up and solve customer complaints.
• Maintain high quality customer service to customers.
• Outgoing calls to customers as promotional campaigns, reminders, follow up calls.
• Revise and update customers information into IT systems.