Helpdesk Team Leader
International Golden Group
Total years of experience :19 years, 3 months
Working as SAP Helpdesk Team Leader for the UAE armed forces project, Supervising the activities and work volume of the SAP Helpdesk by attending to incoming customer enquiries and following up till resolution of issues are raised.
Create QRG for most common question raised by end users.
Translating existing FAQs and QRGs from English to Arabic and vice versa.
Created the helpdesk call script and make sure it is applied.
Create weekly and monthly reports and present them to management.
Attend SAP related requests flowing in via phone, email and walk in users.
Assist users with IT requirements and explain functionality of different application in both Arabic and English.
Maintain the ticketing system to make sure SLAs are met.
Created & managed an online user satisfaction integration between MS Outlook and MS Access.
Conducted random phonic end user surveys.
Working as a Helpdesk Analyst in UAEU, managing and handling the activities and work volume of the Helpdesk (HD) and IT Technicians in attending to incoming customer enquiries and the resolution of issues raised, in order to provide optimal service delivery.
Ensure agreed customer service standards are consistently met - ISO Standards.
Provide technical guidance and support to different types of customers and technicians.
Consistently monitor systems and mobile Apps with a view to recommending changes updates for improvement.
Maintain published roster records.
Maintain the smooth running of other teams activities that are linked to the Helpdesk operations.
Receive and record technical and/or application support calls from end users.
Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.
Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.
Provide initial assessment of urgency and business impact on all support calls.
Carry out the day-to-day operations.
Working as a Support in Charge in telecommunications, LAN switches and related data systems, additional experience with installation and maintenance of Avaya PBX equipment such as IP Office, Definity G3, S8300 and S8700 Servers and Media Gateways, Intuity Audix and Modular Messaging.
Supervises and manages a group of professional Field Engineers and the Help Desk team.
Works with engineering group in design, planning, layout, and configuration of Avaya communication systems and services.
Supports escalations and available to supply status on any open issues.
Works with other field personnel in installation, configuration and integration and handles any related technological support from customers.
Performs moves, adds and changes for customers.
Ability to work effectively with co-workers and fulfill customer requests.
Ability to clearly define and explain technical issues to customer.
Will be required to be on call during scheduled period.
Ability to communicate effectively (oral and written) and to facilitate effective collaborative problem solving in a complex customer environment.
Strong and demonstrated public relations ability, and must be self-motivated available to work flexible hours as well as on call. TS/SCI.
proficient in installation and maintenance of Avaya communication systems including TDM based technologies and converged technologies
Provides customer with on-site and remote support regarding Communication Manager S8700 Media Servers; G650 Media Gateways, Modular Messaging voice messaging system support, Avaya provisioning software and IP networking.
Ability to diagnose trouble on T-1 circuits; ISDN/PRI, ISDN/BRI, E M TIE, DID. Ability to troubleshoot IP telephony issues. Work with engineers to troubleshoot complex customer issues involving VOIP and other converged technologies.
Troubleshoot connectivity issues to peripheral equipment such as VTCs.
Interface with other vendors i.e. Carrier Service providers, 3rd party manufacturers.
Supports escalations and available to supply status on any open issues.
Provides high level of customer service when responding to a customer request or fulfilling project requirements.
Willing to learn new technologies and new products.
Working as an Telecommunication Administrator for Future Technology - Al Yousuf LLC (UAE), executing all operational, functional and interpersonal responsibilities assigned to the above job title, and summarized as follows:
Installation & Migration of S8700/S8710/S8300/S8500 Server family.
Resolution of Problems through remote administration.
System & Site Audits & Health check of the setup.
Providing Tier II support to onsite engineers.
Installing, Testing, Commissioning and Programming, end-user Training and Maintenance of ePABX systems.
Attending customers inquires by arranging meeting with them and deliver a consultation, scenarios and solutions for the customers.
Scheduling engineers movements.
Preparation of several presentations, stressing and highlighting the importance of network layout & related system parameters to improve system performance.
Investigation of customer complaints, taking corrective actions and replying to customer.
Preparing monthly and yearly reports and statistics.
Creating information databases.
Follow up cases and projects.
Managed Telecom events and activities.
Live support to end users over the phone and through email.
Provide technical support to telephone and email requests from users for all PC hardware,
Log support calls and document their outcome to facilitate the resolution of common queries.
Contribute to ensuring that the Helpdesk systems and software are kept up to date.
Scheduling presentations.
Gathering information from customers to fill in the contracts, and guide them with opening accounts.
Official Translation.
Assisting in the preparation processes for different events related to the Financial Services office.
Databases maintenance.
Attending VIP’s Meetings and Coordinating with sub staff.
Good experience in general office work ranging from correspondence, filing work distribution, scanning, and communicating with people.
Solicited, collected, organized and distributed career and educational information.
Scheduled presentations and speakers.
Gathered job information from colleges, employers, and community at large.
Helped students preparing their CV's.
Assisted in the preparation processes for different events related to the Career Services office.
Good experience in general office work ranging from correspondence, filing work distribution, and communicating with people, to Career Fair Preparation.
Supervising the Lab timings and machines.
Assisting by fulfilling student's queries.
Monitored computer errors.
Installing software, and sharing hardware over a network.
Bachelor of Science in Management of Information Systems University of Sharjah (UoS), Sharjah - UAE Minor: Public Administration GPA: V. Good rating
High School Scientific Certificate Sharjah Private School - Sharjah, U. A. E. Grade: 90