Help Desk Specialist
First Arabian Hotels and Resorts
Total des années d'expérience :14 years, 1 Mois
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to queries either in person or over the phone.
-install, modify, and repair computer hardware and software
-Run diagnostic programs to resolve problems
-Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
-Install computer peripherals for users
-Follow up with customers to ensure issue has been resolved
-Run reports to determine malfunctions that continue to occur
-Manage PC setup and deployment for new employees using standard hardware, images and
software
-Monitor and Maintain Daily Backup of our servers using Symantec Backup Exec 2010 & 2012
-Active Directory User Management
-Troubleshooting issues with MS Office Programs.
-Troubleshooting issues with printing and scanning services.
Providing IT Help Desk Support Services to all end users using BMC Foot Prints Ticketing system such as; Software Installation - Hardware Maintenance - Windows XP & 7 installation and support - Active Directory User Management - Internet and web applications support - Networking Basic Troubleshooting - MS Office (MS Outlook- MS Word-MS Excel) Support
The primary Service Desk Analyst role is that of providing first level(line) support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives.
• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and email
• Escalate unresolved calls or Trouble Tickets to the Second Line Support
Dealing with all technical and general inquiries regarding Internet (ADSL - GPON - I-Wan - 3G Modems ) & IPTV and Broadband router configuration via Phone (Avaya Software) in addition to some Billing Inquiries .
My Job Role Was : Troubleshooting and solving technical problems for end users such as; software installation, simple hardware maintenance, networking & internet issues as well as MS Office applications (MS excel-MS word-MS PowerPoint-MS outlook). In addition to, dealing with windows server 2008 .
my job role was : troubleshooting all computer related problems of end users such as; software installation, Hardware maintenance, networking issues as well as Internet problems.
Information Technology college major computer science