IT Service Desk Engineer
business management company (bmc)
Total years of experience :22 years, 2 Months
My primary responsibility is to contribute technical expertise to the regional and global Service Desk teams, providing 1st level support to (ALINMA Bank, Saudi Arabia) both local and remote users by using HPSM tool (HP Service manager) in all over in Saudi Arabia of ALINMA bank branches.
1. Define and support service desk and integrated processes such as incident, problem and change management
2. Respond to incident calls and emails from users on desktop related issues
3. Provide level 1 remote troubleshooting support on desktop issues
4. Escalate unresolved cases to relevant onsite support team
Document all reported incidents - identify trends to assist in future problem resolution
5. Actively communicate status of incidents and project activity to key stakeholders and users
6. Administer user facing systems including installation, configuration, and upgrades
7. Accurately log all Help Desk complaints using call tracking web based application and route calls to other groups of information services that can’t be troubleshoot.
Providing technical support and customer services to “UFONE Gsm” blackberry user’s onsite and offsite in both Plans (Voice + Data) networks.
My key responsibilities are to providing technical support on the following services.
1. BIS (Blackberry Internet Service)
2. BES (Blackberry Enterprise server) on MS Exchange and IBM Lotus Domino Messaging systems
3. Exchange server and IBM Lotus domino server installation and configuration regarding BES Server.
4. Handheld configurations/Email configurations
5. Handheld Application up gradations/installations
6. RMA inspection
7. PRE Sales Meetings with clients
8. Customer trainings on blackberry handheld
9. Solved problem regarding blackberry services on daily basic.
Providing technical support on desktop computers (DELL, IBM, HP), Printers, Thin clients machines & IP Phones including network problems.
1. A Windows Operating system including Service packs installation/configurations.
2. Printers Installations/configurations (Local + Networks)
3. Desktop computers installations (Hardware + Software)
4. Thin client machines installation / Configurations
5. Antivirus installation/up gradations
6. Network securities (User access rights)
7. Accurately log all Help Desk complaints using call tracking web based application.
8. Route calls to other groups of the Information Services department that can’t be troubleshoot.
9. Performing daily, weekly and monthly system checks and audits
10. Detailed inventory tracking and asset management
Pricing the electrical & mechanical tender (Government + Private sectors) through software applications and route it to customer.
1. Primary responsibility is the price competitive.
2. At what price should the firm sell its product in the foreign or local market?
3. What type of market positioning (customer perception) does the company want to convey from its pricing structure.
4. Evaluate market demand and competition.
5. Exclude cost elements that provide no benefit to the export function.
6. Validity period for quotation