senior officer service desk management
warba bank
Total years of experience :14 years, 10 Months
Senior officer service desk management position who lead the IT sevice desk unit in warba bank.
-set the IT service desk inetiatives and goals.
- manage day to day SD operations and support 24/7.
- putting the SD strategies with top management to met the business strategy and customers satisfaction.
- follow-up with all level support to provide the higher level of service following the ITG SLA’s and standards.
- Give training to all Service desk engineers and helpdesk agents to keep them up to the mark with latest technologies and to be alligned with all policies & procedures.
“Diyar United Company/ Out sourcing department”
- Responsible for diagnosing & resolving hardware, software & end users problems.
- Acting as the first point of contact for all IT & technical queries.
- Developing the infrastructure and systems to meet the company’s needs.
- Working within a TCP/IP network environment, including DHCP, DNS and Ethernet .
- Involved in the rollout of software updates and patches. Investigate specialist and complex IT support issues.
- Communicating with third party technical specialists.
- Configuring and managing backup & restore procedures.
- Maintaining a wide range of computer hardware and software programs.
- Identifying & reporting on the budgetary implications of IT projects and upgrades.
- Provide secondary support for LAN administration.
- Responsible for allocating work to junior staff and induction training for new staff.
- Deploying new hardware, server backups & evaluating new software & security risks.
- In-depth knowledge of Microsoft Windows client operating systems, XP, Vista / Windows7 & Microsoft Office up to Office 2010.
Job Role: Helpdesk support
- Respond to requests for technical assistance in person, via phone or remotely at their faulty assets.
- Diagnose and resolve technical hardware and software issues.
- Research questions using available information resources.
- Advise user on appropriate action.
- Follow standard help desk procedures.
- Log all help desk interactions.
- Administer help desk software.
- Redirect problems to appropriate resource.
- Identify and escalate situations requiring urgent attention.
- Track and route problems and requests and document resolutions.
- Prepare activity reports.
- Stay current with system information, changes and updates.
- Support & maintain (H.W /S.W/ N.W) in the office
- Trademark Assistant:
- prepare Registration application for the New trade marks.
- Trademarks renewals and Notice of TM filing.
- Following up with clients upon their trade marks (Invoices, TM Status, and renewal reminders).
- Printing TM certificates.
Bachelor's Degree in Information Technology Major: Software Engineering Major is specialist in software engineering, software project management, software development and integration. And comprise the core principles consistent in software construction and maintenance. This mainly covers the fundamentals software processes and life-cycles, mathematical foundation of software engineering. Requirements analysis, software engineering methodologies and standard notations, principles of software architecture and reuse, software quality frameworks and validation, software development, and maintenance environments and tools