محمود إدريس

• Served in 3 of Injazat’s clients (TwoFour54 - Cleveland Clinic - Mubadala Petroleum - Executive affairs authority).
• Define/analyze client requirements.
• Develop relationships with clients and key business stakeholders.
• Apply ITIL framework.
• Leads, directs, evaluates, and develops a team of support engineers to ensure that end user activities are completed accurately and on time.
• Provides coaching, develops skills, deepens learning, and improves performance of team and peers.
• Manages the distribution of the assignment and calls to the support engineers within prescribed SLA. Manages own and others workload; diagnoses and fix complex issues of end user systems related to:
 Operating Systems
 Internet Browsers (ie. Explorer)
 MS Office & MS products (Word, Excel, PowerPoint, outlook etc.)
 Local Area Network connectivity
 Wireless connectivity
 First Level Hardware diagnosis
 Printing issues
 Software Installation
 PC relocation and minor changes
 Peripheral device connectivity or device driver
• Ensures compliance with the service levels pertaining to end user support.
• Maintains high energy level of self and team and ensures end user satisfaction by resolving their issues up to expected level.
• Monitors Call Management System, clearly specifying progress and resolution details.
• Configures mobile computing, user access, backup and recovery.
• Identifies solutions to improve the functionality, reliability and usability of the systems supported.
• Ensures security and upgrades are kept up to date on laptops and desktops, such as antivirus, etc.
• Manage Requests end-to-end, from Request registration, routing, recording/documentation, rejection and un-routing.
• Understand and practice information security fundamentals covering confidentiality, integrity and availability of information in Injazat organization.

•Managing a team of 20 service desk and Remote desktop agents, serving 6 of Injazat’s major clients (ADWEA-DMA- Musanada-ADSIC-FANR-MOE-Dolphin Energy-ELNG-ADSB-ADFCA-EAA) with over than 15000 users.
•Coach less-experienced technical support agents on work processes and procedures.
•Provide feedback to agents regarding their day-to-day and overall KPI.
•Ensure the less experienced members of the team use effective troubleshooting techniques; maintain client satisfaction and one-call resolution whenever possible.
•Apply ITIL framework, insure to meet the SLA for each client in either L1 or L2.
•Ensuring service levels are met and that service level issues are effectively addressed and escalated when necessary to achieve resolution.
•Provides accurate information and supports Service Management in all areas of process.
•Interacts within groups at all times.
•Supports the IT Service Desk information database and ensures process is in place to obtain accurate information at all times.
•Monitors case backlog and advises less-experienced technical support agents on problem resolution procedures.
•Notifies and liaises with resolution groups (including Incident & Problem Management) of all critical and major impact cases.
•Acts as a Single Point of Contact (SPOC) to all clients and internal support for process adherence.
•Tracks, reports and maintains accurate metrics for the group and ensures that benefits are raised and documented.
•Covers for other staff in periods of absence or holiday etc.
•Monitors technical support call queue and technical support agent productivity.
•Ensures that all calls are handled in a timely manner, especially for outages alleviating long hold times through allocation of resources within the group.
•Train new hires to the team on standard processes and procedures. Train current team members on new processes and procedures.
•Assess day-to-day technical competency of staff. Review cases and monitor calls to determine if agents identify problems correctly and follow through with appropriate action.
•Generate the SD weekly and monthly KPI and discuss the results in a monthly meeting with the senior management, and assign new deliverables.
• Contribute to SD / ITO strategy development and execution.
• Support existing accounts and clients by:
Ensuring service levels are met and that service level issues are effectively addressed and escalated when necessary to achieve resolution.
 Teaming with account leaders to educate clients about the SD services and to periodically review user expectations and satisfaction with those services.
Build and maintain relationships with help desk professional associations to learn about best practices, industry trends, and to increase Injazat’s and the SD exposure in the marketplace.
 Support new business by providing: relevant information, identification of new and add-on business opportunities; scheduled and controlled access to SD facilities for tours; maintenance of the SD facility standards; acceptance criteria for take-on of new business/clients.
Contribute to the contract negotiations and Sign-off on any new business proposed for the SD operation prior to its acceptance.
Build and maintain relationships with Clients’ leadership, to identify, share, and implement best practices and to ensure the use of consistent and leverage able processes and tools to the extent practical, to minimize costs, and to enable support of global clients.
•Oversees the Incident record and documentation/verifies initial information, including severity, priority, and service levels, and initiate escalation activities.
•Participates in Major Incident (RTOP) process and manages the resolution through effective communication.
•Ensures a sense of urgency is effectively communicated to all teams involved in resolution / restoration of service.

• Responds and resolves all assigned calls within prescribed SLA. Manages own workload; diagnoses and fixes the issues of end user systems related to:
o Operating Systems
o Internet Browsers (ie. Explorer)
o MS Office & MS products (Word, Excel, PowerPoint, outlook etc.)
o Local Area Network connectivity
o Wireless connectivity
o Printing issues
o Software Installation
o Peripheral device connectivity or device driver
o Blackberry, iPhone or any smart phone Configuration.
o Active directory Account\Group Creation, Password Reset or Account Lock.
o Creating Mailbox and other activities in the MS Exchange.
o IBM Maximo account creation
o Oracle HRMS Account\Group Creation, Password Reset, Adding\Modifying Responsibilities.
• Apply ITIL framework.
• Close incident records within defined timeline.
• Develop innovative solutions.
• Manage user accounts on the system.
• Repair/update hardware, software and operating systems.
• Install / configure application software.
• Effectively and efficiently troubleshoot system problems.
• Consistently fix system problems with minimal downtime.
• Proactively identify system upgrades to enhance the services offered to the client.

• Provide 1st level support to all Injazat Data Systems clients.
• 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 satisfactory solution and gain all relevant information into case.
• Be ready and available at the beginning of shift to handle client requests, Answer all incoming telephone/mail requests striving to meet client specific service levels.
• Adhere to all established call handling policies and procedures, including documentation of proper call detail into the required logging tool using professional telephone techniques.
• Dispatch request to appropriate second level support groups according to procedures - do not rely on any auto-assignments, check who you are dispatching a case to personally.
• Monitor the progress of cases up to fixed resolved status and all aspects of Inbox Management.
• Work effectively with all tools at my 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 manner.
• Checking call information is accurate, complete ensuring that appropriate severity level has been set and update the toolset with any additional information if required.
• Notifying and liaising with resolution groups (including Incident & Problem Management) of all critical and major impact cases.
• Communicate concerns with Team Seniors and Supervisors.
• Attend meetings as required.
• Follow Absence Procedure at all times.
• Follow all scripts that are available for case logging.
• Provide input to update Service Desk Knowledge Base - ensure that you refer to this for any recent updates.
• Provide support to more junior members of the team.
• Follow up on all mail requests in time received order, do not miss out any mail requests.