Specialist- IT Service Management
Bupa Arabia
مجموع سنوات الخبرة :12 years, 0 أشهر
Present
• Manage the day-to-day operation of the 24/7 IT Service Desk including working with technical team leaders to ensure accurate prioritizing and management of the lifecycle of incidents and service requests, and ensure the continuation of agreed SLA's.
• Ensure all KPI's are delivered, alongside analyzing and reporting on SLA's/KPI's and trends, including making recommendations for improvement to be reviewed by the board
• Attend client service review meetings and work with the Service Management team to address all complaints and continual service improvement initiatives
• Oversee the delivery and development of the onboarding process for all new Service Desk employees
Responsible of managing IT department in Dammam (Ministry of Housing Project)
• Liaises with IT vendors regarding resolution of all support matters and coordination of input from end users.
• Maintains contacts with IT suppliers and contractors to keep abreast of the developments in modern IT practices and techniques for the possible introduction of these to improve Parsons Practices.
• Reviews and ensures implementations of IT policies, standards and procedures related to IT accordance to the business continuity plan and ITIL standards.
• Assists IT director in strategic planning of the department to achieve overall goal and objectives.
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Other Responsibilities include:
• Managing IT assets (Hardware, Software, Server) for more than 100 users.
• Project coordinator.
• Solving Technical Issues.
• Working at Saudi Aramco IT Call Center.
• Supporting, receiving, handling & resolving client’s Requests & Inquires.
• Issuing & Reporting Service Requests Using Remedy IT Service Management.
• Adding, deleting and modifying users' account (Active Directory).
• Coordinating and following up with other IT unites for any service interruption.
• Provide suggestions to e-Learning developer to develop new courses for clients.
• Educate and provide necessary instructions for Aramco employees to do their daily tasks.
multiple projecs achived.