Service Desk Specialist
Chalhoub Group (M.C.T FZE)
Total years of experience :12 years, 5 Months
• Providing L1, L2 and L3 support and analysis to ensure FCR (First Call Resolution) in order to minimize number of escalations to avoid resolution delay.
• Working closely with deferent sectors within IT Dept. for escalations to ensure timely resolution.
• Installing and configuring computer hardware, applications, operating systems and Networks.
• Creating and configuring users’ mailboxes and Diagnosing and solving email and cloud issues (Outlook 2010, Outlook2013, Outlook 2016, Office365).
• Setting up new user’s accounts and profiles and dealing with sharing and security permissions and password issues on Active Directory.
• Managing access to all oracle business Intelligence application (Provisioning, Revoking and troubleshooting).
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• Monitoring and maintaining computer systems and networks (Wired and Wireless Networks).
• Troubleshooting system and network problems and diagnosing and solving hardware/software faults.
• Responsible for maintaining and upgrading software and hardware.
• Notify the users on any outage in the data-centers which may cause unavailability of a service for the end users.
• Follow up with customers on daily basis to track the resolution & closure.
• Monitoring the priority of all incidents and service requests carefully to maintain the agreed SLA.
• Advanced knowledge and experience in Remedy Force.
• Monitoring quality of tickets logged in the CRM/ITSM tool.
• Working closely with HR Dept. in delivering on time setup, transition and termination for all IT accesses (Active Directory, Oracle Business Applications, Oracle BI Analytic and Reporting, Training Portals).
• Assisting in Training new user on how to use Oracle Business Applications suite.
• Maintain and update the KB and assuring syncing with the remedy ticketing system.
• Installing and configuring computer hardware, operating systems and applications.
• Monitoring and maintaining computer systems and networks.
• Talking staff\clients through a series of actions either face to face or over the phone to help set up systems or resolve issues.
• Troubleshooting system and network problems and diagnosing and solving hardware/software faults.
• Troubleshooting network related problems
• Responsible for maintaining and upgrading software and hardware.
• Implementing and configuring network devices (LAN & WAN).
• Maintaining, configuring and troubleshooting network devices.
• Setting up new user’s accounts and profiles and dealing with password issues.
• Advanced knowledge and experience in HP service manager.
• Monitoring and providing daily call quality report to T.L.
• Monitoring quality of tickets logged in CRM/ITSM tool system (HP Service Manager).
• Monitoring high priority tickets to avoid SLA breach.
• Logging customer/employee queries.
• Diagnosing & solving Operating System issues (Win XP, Win7, Win8 & 8.1, Win 2012 Server).
• Setting up user accounts permissions and passwords.
• Diagnosing and solving Hardware/Software issues (Drivers, Apps, MS Office install, update & troubleshoot).
• Diagnosing and solving email and cloud issues (Outlook 2010 & Outlook2013).
• Providing L1 support to solve over end-user problems using Remote Access tools (Remote Desktop, Team Viewer, Remote Assistance & others).
• Escalating incidents to higher Level support if necessary.
• Notify the users on any outage in the data-centers which may cause unavailability of a service for the end users.
• Notify the users on the ticket with information on who is working on the ticket and the status of the ticket in case of any query.
• Maintain & update KB database.
• Investigating and analyzing call logs to spot trends and underlying issues.
• Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined process.
• Working Team Field Engineers on visits to customers if problem is unresolvable remotely.
• Updating self-help documents so customers/employees can try to fix problems themselves.
• Follow up with customers daily to track tick resolution & closure.
• Update & maintain customer’s profiles.
- Installing & configuring LANs, WANs & VOIP Networks in very large Organizations
- Setting up network connectivity efficiently.
- Diagnosing & troubleshooting Network problems.
- Designing Networks Topologies,
- Developing Networks using VLANs Technologies efficiency & STP special configuration.
- Training Trainees Cabling works, Initial networks configuration & T-shooting Steps.
- Documenting Network projects and providing to customers an effective documentation.
- Setting up high security availability using Firewalls, ASAs & Proxy Servers.
- Monitoring Network Performance using Network Engineers Tools(SolarWinds or ICMP).
- Monitoring, Maintaining, troubleshooting and administering the Company network.
- Installing & Configuring Computer Systems.
- Recording incidents resolution in Help Desk Tool.
- Manage service requests, software installation & new computer setups, upgrades, ...etc.
- Diagnosing & solving Hardware/Software problems.
- Investigating & Analyzing major critical systems issues.
- Testing new established networks performance.
- Working and applying ITIL rules and specifications as instructed by IT Management & the International standards.
MCITP (Microsoft Certified Information Technology Professional)
Jul 2009 - Jul 2012 National Ribat University Khartoum, Sudan Jul 2012 Holder of Bachelor Degree in Information Technology (I.T) - Second Honor
Feb 2007 - Mar 2008 Al Orouba Secondary School Khartoum, Sudan Mar 2008