Service Desk Analyst
IT-Serve
Total years of experience :12 years, 10 Months
The job profile was to be part of the Service Desk Team of IT-Serve. As a part of service desk team, we were the first point of contact for any IT related issues for our client spread across UAE and GCC. The following are the summarization of my job profile:
1. Taking calls from Clients spread across UAE and GCC IT related issues. Creating tickets in the Autodesk Help Desk portal based on the issue. Providing support and troubleshooting issues and escalating issues to the concerned team if not resolved from our end. Providing an update to users, regarding their issues.
2. Creating of User Account and Email ID (Office 365, G-suite, Rackspace, Exchange) for New Joiner in the Client office. The Configuration of the PC for new users and installing different software’s as requested by client.
3. Installation of the Office 365 and G-suite, the creation of distribution email group, rules to block spam emails, online email archiving and troubleshooting email issues.
4. Installation, configuration and troubleshooting of different application (Autodesk, Adobe, Microsoft, Oracle, etc.), web applications and third-party applications used by different clients.
5. Installation, configuration and troubleshooting of different Antivirus (Webroot, McAfee, Symantec, Kaspersky, etc) and other security software’s (Heimdal),
6. Creation of Shared folders and giving access to the shared folder and creation of reservation in DHCP for Client machine and monitoring the backup status of all file servers.
7. Installation of required windows updates on servers and clients both desktops and laptops. Troubleshooting of Hardware and software related issues in desktop and laptop. Basic configuration and troubleshooting of Mac Devices. Coordinating with Service Center and Vendors.
8. Installation, configuration and troubleshooting of Printers (HP, Xerox, Canon, Ricoh), scan to folder, scan to email setup, wireless devices (D-Link, Rukus, UniFi, Cisco) setup and troubleshooting.
9. Coordinating with Client’s Central IT Teams, OEM Support team, different application support team to resolve issues of the client.
10. Documenting on changes made on Hardware Devices, Software’s details, third party contact details and updating different relevant details concerned with clients on Autotask.
The job profile was to be part of the “Service Desk Team of United Arab Bank. As a part of service desk team, we were the first point of contact for any IT related issues across the bank Head Office and branches across the UAE. The following are the summarization of the job profile:
1. Taking calls from bank staffs at Head Office and branches regarding their IT related issues. Creating tickets in the Managed Engine Help Desk portal based on the issue. Providing support and troubleshooting issues and escalating issues to the concerned team if not resolved from our end. Providing an update to users, regarding their issues.
2. Creating of User Account and Email ID for New Joiner in the Bank. Configuration of the PC and Phone, Outlook. Installation and configuration of basic software’s required by users.
3. Installation, configuration and troubleshooting of different application and web application used in the Bank by different department.
4. Installation, configuration and troubleshooting of Antivirus software’s (Sophos and McAfee). Installation, up gradation of different applications as per the requirement of Infrastructure and InfoSec team. Monitoring the alerts on Security incidents and taking necessary action.
5. Creation of Shared folders and giving access to the shared folder and creation of reservation in DHCP for Client machine and monitoring the backup status of all file servers.
6. Installation of required windows updates on servers and clients both desktops and laptops. Troubleshooting of Hardware and software related issues in desktop and laptop.
7. Arranging meeting through Evoko system, handling the projectors, video conferencing in the meeting rooms.
=> Taking care of all issues related to, Desktop, Network, Server ane
Security related Support in Cochin office and partially at vizag
office.
=> Creating New User Accounts, creating Email Addresses, System
Allotment of New Employees and Outlook configuration.
=> Installation, configuration and troubleshooting of different
application software's as requested by Employees.
=> Installation of different Windows Operating Systems, Client and
Server versions and there troubleshooting.
=> Configuration of Juniper SSG140 Firewall, EX3200 Switches,
Cisco Routers and Switches and there troubleshooting
=> OLO co-ordination with ISP for network related issues at both
Cochin and Vizag Office.
=> Restricting access to unauthorized sites during working hours
through Barracuda Web Filter.
=> Installing, configuring and troubleshooting DHCP, DNS, SQL,
WSUS, TFS, IIS servers.
=> Creating SQL Database, giving access, backup and restore of it
=> Creating, Implementing and troubleshooting issues related to
GPOs.
=> Installation, configuration and troubleshooting of Syamatec
Endpont Protection Manager and clients.
=> Installation, configuration and troubleshooting VMware EXSi
server and VMware Vcenter.
=> Creating virtual Hosts on VMware Vsphere Client, Orcale Virtual
Box, Hyper-V, and VM workstation etc.
=> Creating clones, templates of virtual Machines in VMware,
backup and restore of VMware Hosts using Veeam backup.
=> Installing, configuring and troubleshooting Wireless routers (D-
Link, Linksys, Netgear, Cisco, etc).
=> Installing, configuring and troubleshooting IP Phones, Video-
Conferencing, Projector support (Linksys, Polycom, Vonage).
=> Installation, configuring and troubleshooting Printers (HP, Canon)
=> Issuing Access Cards to New Employees, monitoring of proper
functioning of CCTV cameras and Hard Disk utilization.
My Main Responsibilities:
=> Taking care of all issues related to, Desktop, Network, Server ane Security
related Support in Cochin office & partially at vizag office.
=> Creating New User Accounts, creating Email Addresses, System Allotment
of New Employees and Outlook configuration.
=> Installation, configuration and troubleshooting of different application softwares
as requseted by Employees.
=> Installation of differents Windows Operating Systems, Client and Server
versions and there troubleshooting.
=> Configuration of Juniper SSG140 Firewall, EX3200 Switches, Cisco Routers
and Switches and there troubleshooting
=> OLO co-ordination with ISP for network related issues at both Cochin and
Vizag Office.
=> Restricting access to unauothorized sites during working hours through
Baraccuda WebFilter.
=> Installing, configuring and troubleshooting DHCP, DNS, SQL, WSUS, TFS,
IIS servers.
=> Creating SQL Database, giving access, backup and restore of it
=> Creating, Implementing and troubleshooting issues related to GPOs.
=> Installation, configuration and troubleshooting of Syamatec Endpont
Protection Manager and clients.
=> Installation, configuration and troubleshooting VMware EXSi server and
VMware Vcenter.
=> Creating virtual Hosts on VMware Vsphere Client, Virtual Box, Hyper-V
and VM workstation etc.
=> Creating clones, templates of virtual Machines in VMware, backup and
restore of VMware Hosts using Veeam backup.
=> Installing, configuring and troubleshooting Wireless routers
(D-Link, Linksys, Netgear, Cisco, etc).
=> Installing, configuring and troubleshooting IP Phones, Video-Conferencing,
Projector support (Linksys, Polycom, Vonage).
=> Installation, configuring and troubleshooting Printers (HP, Canon)
=> Issuing Access Cards to New Employees, monitoring of proper functioning
of CCTV cameras and Hard Disk utilization.
1 Removal of virus, spyware, malware and fake Antivirus
infections from system.
2 Installation of different Antivirus and Antispyware Software’s like
McAfee, Norton, CA, Kaspersky, etc and post installation issue.
3 Installation of different application software’s(Microsoft, oracle,
Adobe, etc) and troubleshooting issues related to it.
4 Troubleshooting slow system and browser performance issues.
5 Troubleshooting Operating system related issues like Windows
update failing, missing DLL, unable to view or open system
programs, system not booting to normal mode, etc.
6 Troubleshooting issues related to browsers and while browsing
(IE, Firefox, Chrome, safari).
7 Configuring email clients (Outlook Express, Outlook, Windows
Mail) and troubleshooting issues related to it.
8 Configuring Wireless Routers (Linksys, D-Link, Netgear).
9 Installation of drivers and software for wired and wireless printer
and troubleshooting printing issues for Inkjet and laser Jet
printer from HP, Dell, Canon, Lexmark etc.
I Did my Diploma in Electrical engineering after my Class 12. It was a Three Year course.
Did my "class XII" or "+2" from Govt. Higher Secondary School Tezu, lohit (Dist), Arunachal Pradesh in Science Stream.