Head
Arab African International bank (AAIB)
Total years of experience :22 years, 2 Months
My assignments are:
Leading the Helpdesk team in incidents handling, resolving and logging
Support function
Request fulfillment function
Main Job Tasks and Responsibilities
Helpdesk
Staffing the helpdesk, monitoring performance to special projects and marketing the helpdesk to management.
Performs staff scheduling to ensure helpdesk coverage during normal business hours and on-call support as required.
Build a qualified helpdesk team through innovative hiring and training techniques.
Develop and maintain formal procedures for consistency and increased productivity.
Generate ideas and implement methods to improve call resolution.
Choose appropriate technology and other resources to maximize helpdesk effectiveness.
Develop a customer care philosophy that ensures customer satisfaction.
Analyze helpdesk performance through various statistical and reporting methods.
Support Function
Installation and configuration for all
Process and validate programs on AS400.
Perform the daily end of day update on AS400.
AS/400
Summer Training and contributing in their booth at COMDEX helping in selling their products.
Major: Information Systems Grade: Good Coursework: Data Warehousing Concepts, Information Systems Project Management, Principles of Distributed Database Design, Multimedia (JAVA, HTML, DOM, ADO, ASP, XML), Systems Analysis & Design, Conceptual Database Design, Information Systems (a management perspective), Fundamentals of Database Design, Fundamentals of Management Science, Systems and Decision Making (a management science approach), C++ & Visual C++, Software Engineering