Majed Al

Team Leadership: Managing and leading the IT team, providing guidance, mentorship, and performance evaluations.

User Support: Overseeing the support provided to end-users, ensuring timely resolution of technical issues and maintaining high customer satisfaction.

Incident Management: Monitoring and managing the IT ticketing system to track, prioritize, and resolve issues effectively and efficiently.

System Maintenance: Ensuring that all hardware, software, and networks are properly maintained, updated, and functioning as required.

Troubleshooting: Identifying and diagnosing system errors, software problems, or network issues and providing technical expertise to resolve them.

Escalation Management: Acting as the point of escalation for more complex technical issues that the team is unable to resolve.

Training and Development: Organizing training sessions for staff and users to improve technical knowledge and proficiency.

Vendor Management: Coordinating with external vendors for hardware, software, and service-related issues, ensuring service-level agreements (SLAs) are met.

Documentation: Maintaining comprehensive documentation of systems, processes, and solutions to ensure consistency and improve troubleshooting efforts.

Performance Metrics: Tracking and reporting on key performance indicators (KPIs) for the support team, such as response times, resolution rates, and user satisfaction.

Budgeting: Managing the IT Department budget, including procurement of tools, services, and equipment.

Security: Ensuring that systems are secure, up to date with the latest patches, and compliant with organizational policies and relevant regulations.

Continuous Improvement: Identifying opportunities for process improvements, automation, and enhancements in support procedures to increase efficiency and effectiveness.

Provide first & second line support for all staff, Responsible for resolving complex support requests with computer hardware, software, and network systems, meeting user satisfaction and continuous service delivery demands. Research and support for new technologies to be used in Authority. work in a dynamic, fast-paced environment, Support and manage all physical events and virtual conferences, deal with vendors and partners, familiar with MDM, PSM, ManageEngine & Jira, Desktop Central Agent & ADManager Plus, Full experience in virtual meetings software Zoom, Teams & WebEx

Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals. Manage the team responsible for operating the first line component of the Service Desk and ensuring users get maximum benefits from IT, familiar with Active Directory and MS exchange and SQL servers, and ERP systems.

Providing Technical Support for Computers and Peripherals, Maintenance of the Communications Network.