Service Delivery Manager
Al Jaber Group
مجموع سنوات الخبرة :20 years, 5 أشهر
• Manage a team of 5 helpdesk members supporting of 5000+ IT assets used by 3000+ Users in 40+ group companies across UAE, KSA and Qatar
• Manage IT Service Desk operation using Axios Assyst system (ITSM system) with 2000+ monthly tickets\Calls\emails\walk-in responded and resolved in a timely manner with reference to Service Level Agreements (SLA) and Key Performance Indicators (KPI).
• Leading, planning, designing, configuring, implementing and administrating of IT service management system project, including but not limited to (Incident management, change management, problem management, project management, service management, SLA, service catalog, knowledge base, CMDB, AD integration, tickets automation …etc).
• Implementing of ITSM system in 20+ companies.
• Implementing of Asset inventory system, IT procurement system and IT clearance system.
• Coordinate and execute service desk policies and procedures for better service in coordination with IT department and Support desk team.
• Creation, validation and acceptance of IT department policies, processes, procedures and knowledge base.
• Coordinating with the problem and change mangers and updating the clients with the status of their tickets
• Being member of CAB to support the change-management team by advising on requested changes, assisting in the assessment and prioritization of changes.
• Follow-up major incident & P1 tickets with the concerted IT teams, provide if possible temporarily solution for the affected departments/companies
• Responsible for assuring users are provided efficient and timely first and second level support on a daily basis
• Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call during off-peak hours as required
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
• Performs other duties and responsibilities as assigned by the IT manager and IT Director.
• Provide efficient, comprehensive solutions to clients’ technical issues.
• Coordinates training requirements of Help Desk personnel
• Providing support for owners and VIP clients.
• Preparing Memos, circulars and circulating them to the concerned users/departments/companies after obtaining the necessary approvals.
• Act as a single point of contact regarding IT issues and queries received by the clients via telephone, emails, walk-in and self-service portal
• Log all the issues and service requests in ITSM system.
• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to
hardware, such as Desktops, Laptops, PCs, Scanners, Printers, domain, applications portals... etc.
• Troubleshoot network issues such as LAN, WAN, VPN and WIFI Connection
• Escalate unresolved calls to the concerned support team
• Attending clients’ service requests and provide the required services.
• Closing clients’ tickets after confirmation with them that the issues are resolved or the required services provided
• Updating the knowledge base.
• Prioritize logged tickets based the issue impact on the departments/companies and based on affected users’ positions.
• Take ownership of user tickets and follow up the status of incidents and service requests on behalf of the user and communicate progress in a timely manner
• Maintain a high degree of customer service for all support queries and adhere to all
service management principles
• Provide basic in-house training in MS Office applications used within the Association (Word,
Excel, Outlook, PowerPoint)
• Publishing support documentation to assist staff with requests for information & provide
staff training if required
• Active Directory knowledge. Creating user accounts, reset passwords, provide domain accesses, provide applications portals accesses... etc.
• Arrange for external technical support where problems cannot be resolved in house
• IT procurement tracking
• IT Assets verification and tracking using assets inventory system
• Set policies and procedures for the Hardware Support Department
• Distribute jobs among Support staff and follow-up on their status
• Ensure effective and efficient operations and performance at the Department
• Establish good rapport with other users, departments, management
• Researches software applications and hardware requirements for the purpose of previewing products to provide recommendations regarding applications and purchases
• Develop, monitor and control departmental KPI's
• Provide Hardware and software support, consultancy to Owners, management and other users
• Prepare a variety of materials (e.g. reports, memos, procedures etc.)
• Train staffs and customers in computer-system setup and operations
• Configuring hardware, performing hardware/software installations, troubleshooting and correcting H/W and S/W problems, and resolving day-to-day system problems for clients
• Maintain installed PCs, networks Printers, scanners and peripherals with routine maintenance.
• Troubleshoot network issues such as LAN, WAN, VPN and WIFI Connection
• Document issue resolution using the helpdesk ticketing system (Assyst v8)
• Maintain inventory of all the company hardware and software Assets
• Work with outside vendors as needed
• Execute other assigned tasks as delegated by the IT manager
• Orders computer supplies
• Installing, supporting, troubleshooting & configuring the Software and Hardware of ID Card and Passport Printers (such as CP300, CP400, CP1000, MP300 printers) in AD Police GHQ in the following sectors:
- Traffic Department - Driving Licenses.
- Oil Sector - Security Pass.
- Weapon Permit - Weapon Licenses.
- Personal - Military ID Cards.
- Immigration- UAE Passports.
Other Activities:
• Presenting new products to customers.
• Providing software and hardware training lessons to staff & customers.
• Sourcing Products in line with certain requirements.
• Designing ID Cards as per customer requirements.
• Assemble PCs and load them with the appropriate systems according to the customer needs.
• Install and troubleshoot computer equipments (e.g. scanners and printers) and test personal computers and peripherals on a network to diagnose hardware and software problems.
• Troubleshoot and resolve users' computer related problems occurred while running system applications or hardware devices.
• Monitoring the performance of the system and recommends the necessary changes to increase work efficiency and monitoring network usage.
• Create new domains and connect computers to these domains, setting up user accounts, permissions and passwords.
• Install and configure network applications (Windows 2000-2008 server, DNS, DHCP, FTP, HTTP).
• RJ-45 cabling and network placement to establish the desired environment for putting the network in shape.
• Configuring mail settings for the internet and performed any additional technical aspects for the network.
• Connecting remotely to the other PC's for supporting and maintenance.
• Installing, supporting and maintaining new server hardware and software infrastructure.
• Ensuring that all IT equipment complies with industry standards.
• Undertaking routine preventative measures and implementing, maintaining and monitoring network security, particularly if the network connects to the internet.
• Providing training and technical support for users with varying levels of IT knowledge and competence;
• Planning and implementing future IT developments and undertaking project work.
• Managing the website and keeping internal networks running.