Service Desk Coordinator and
Injazat Data Systems
Total years of experience :2 years, 10 Months
Remote desktop Management Support for Mubadala Development Company
Provide first level customer support including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications as well as completing client requests for password and user account administration based on documented procedures
Provide single point of contact for user escalations and concerns, ensuring that any issue is resolved with the expectations of the user
Troubleshoot as appropriate in order to achieve a satisfa7ctory solution and gain all relevant information into case
Monitor the progress of cases up to fixed resolved status and all aspects of Inbox Management
Work effectively with all tools at his/her disposal to assist clients
Follow case ownership guidelines for each case and close, when resolved, according to the agreed procedure to ensure resolution of clients requests in a timely manor
Checking call information is accurate, complete ensuring that appropriate severity level has been set and update the toolset with any additional information if required
Communicate concerns with Team Seniors and Supervisors
ESIS Application Support from Dec .2009 to June. 2010 for ADEC client