Service Desk Supervisor
Dr. Sulaiman Al Habib Medical Group
Total years of experience :21 years, 8 Months
To ensures that the Help Desk team is delivering great customer service, meeting Service Level Agreements (SLAs) and is managing incident restoration.
Additional Job Duties & Responsibilities:
•Meeting customer service expectations entails monitoring and reporting on performance metrics such as the number of calls received, the number of calls closed on first contact, the number of open calls and the number of open aged calls.
•To maintain communications with the Service Desk Manager to review and enhance procedures and methodology, thereby promoting continuous improvement of the Service Desk.
•Responsible for performance evaluations and related compensation recommendations, discipline, training of assigned staff to ensure operational effectiveness of group. (including but not limited to completing appropriate documentation, new employee paperwork submission, quarterly reviews, review and maintenance of weekly performance reports, scheduling including remote shift schedule, holiday coverage, vacation, sick and comp time tracking...)
•Manage the activities and personnel associated with providing technical services to internal and external customers.
•Act as a point of escalation during prime and non-prime hours, for sensitive, high profile issues, keeping the Service Desk Manager properly updated
•Provide call statistics to Service Desk manager on daily and weekly accomplishments. Respond to ad hoc requests for statistics from CUSTOMER management and/or support partners.
•Drive the Help Desk team and instill a customer service culture that over delivers.
•Act as a technical escalation point for Help Desk Technicians.
•Approve inter team escalations and oversee the incident to completion.
•Develop inter and intra team processes that promote efficiency and communications excellence.
•Oversee the prompt completion of breached SLA tickets.
•Track trouble ticket resolution metrics against SLAs.
•Measure and report on service delivery performance metrics including customer satisfaction surveys and trouble ticket open, closed and breached statistics.
•Produce SLA exception reports and investigate the root cause of the SLA breach.
•Liaise with business units that have IT services demands to understand business drivers.
•Provide phone, email and chat support as required 40+ hours per week.
•Answer phone calls from Help Desk queue.
•Comply with established goals for performance.
•Answer functionality and technical questions regarding the software we support.
•Exhibit and maintain high standards of customer service.
•Log call details as per defined standards in Help Desk Ticketing system.
as Senior IT Support Engineer in DR. SULAIMAN AL HABIB MEDICAL GROUP (Riyadh, Dubai, Al- Qassim) & Joined as IT Support Engineer from June 2007 at Dr. Sulaiman Al-Habib Medical Center, Riyadh, KSA
Responsibilities include planning, implementation and maintenance of IT Infrastructure for the new projects in Riyadh (Derma & Optha Hospital, IVF/OB gyne, Maternity Hospital, AL Rayyan Hospital, Orthodic Hospitall etc.) and Buraidah for network planning and implementation for network for data and voice. Using Nortel. Including wireless links and VOIP.
Along with support to the Bio-Medical for various implementation e.g. PACS with GE. with the desktop support and server.
Swift conversion from old Telco system to IP telephony, hardware & in house software troubleshooting.
Also old network integration with branches in AlQassim, Al - Rayyan, Dubai & Future Projects.
Now Implementing of Takkassusi Hospital ( AL Riyadh)
Projects in pipeline :
• Alkhobar Project
• Bahrain (Arabian Gulf University)
• Riyadh Medical City
DSHMG is one the most famous hospital group in Saudi Arabia; the Expansion in the Medical Field reflects the branches in Qaseem and other further branches in Dubai Health Care City.
ESEC is Saudi based Land Development Company involved in some of the prestigious real estate development projects undertaken in Emirate of Dubai.
Worked on the JEWEL TWIN TOWER PROJECT & DUBAI SOPRTS CITY Project.
Responsibilities include configuration, monitoring and maintenance of Switches, IP Hard Phones, ATAs, Database Servers, Asterisk Servers, Proxy Servers, Domain Server, hardware & software troubleshooting
GroupSat, Inc. is a world leader satellite telecommunications system integrator and services provider, with offices in Dubai and in Afghanistan.
Responsibility were to give best solution for
VSAT, Internet, IP Telephony, Soft Phone, Networking
Security, Video Conferencing to the client as
Technical Specialist for the pre-sales and post sales support from various business partners. e.g cisco, solaris, foundary network etc
Joined As Network Support Engineer & Served as Manager Wireless Broad Band in Wireless Broad Band Department .
FASCOM is the largest Internet Service Provider (ISP) in Pakistan offering a range of internet connectivity solutions.
Installation, testing, maintenance and trouble shooting of various Wireless Link solutions (Point to Point and Multipoint and Branch Connectivity Radios working on Alvarion Wireless System)
Network and Technical Support for All kind of Dialup’s (Normal, DDP), Wireless Broad Band, and DXX solutions provided to the customers.
Support to all the customers to Maintain their Secondary Mail Servers using MAILER DAEMON and Proxy using WINGATE etc.
Installation and Maintenance of testing and troubleshooting Wireless Links (Point to Multipoint Radios working on DHCP server Using CISCO UBR Router)
DSL Services (DSLAM and ADSL Modem / Routers)
Server Machines at ISP Co-location (SUN SOLARIS, LINUX, NT)
In Addition to provide technical support to all the customers and Maintained Monitoring MRTG site, Mail, Proxy, DNS Servers etc.
The IT support of computer labs and student issues.
Installation and Maintenance of Windows 2000/XP.
Cable testing and trouble shooting
Client Side Domain registration and maintenance.
URL removed due to policy violation. Please contact support for further information.