mohanad Barakat

End User Support on the 1st encounter.
Answer and respond to all calls from internal staff via telephone, email and within agreed time scales. Transfer handled Service Desk calls to Customer Satisfaction survey.
Act as 1st line support of IT related service requests, issues and problems from in-house software to hardware, such as PCs, Laptops, Printers, IP Phones and Smart Phones.
Escalate unresolved calls to the L2 : Infrastructure, Application, or Security Support teams
Escalate Incidents to team leaders, application / system owner & IT Management
Log handled Service Desk calls on the IT Service Manager system (SM)
Following up with 15 Schools in Al Ain area.

IT supports