Muhajed Ibrahim

IT Manager,support,helpdesk,servicedesk,onsite at Pwc - Sweden,Studemaskolan

• Sweden - Stockholm
• My current job since March 2010

Service Desk Delivery Lead:
Managed and oversaw the daily operations of the service desk team to ensure high-quality technical support for clients and customers.
Collaborated with cross-functional teams and stakeholders to implement new service desk processes and procedures to improve efficiency and customer satisfaction.
Mentored and provided technical training to junior service desk agents to enhance their technical skills and knowledge.
Conducted performance reviews, provided feedback and managed the performance of the service desk team.
Acted as the escalation point for complex technical issues and provided technical guidance and support to junior service desk agents.
Maintained and monitored service level agreements (SLAs) to ensure timely resolution of technical issues.
Developed and maintained strong relationships with customers, stakeholders, and vendors to ensure seamless service delivery.
Coordinated with other IT teams to resolve complex technical issues and ensured timely resolution of incidents.
Maintained knowledge management systems and ensured all standard operating procedures (SOPs) were up-to-date and followed.
Major Incident Manager - Role Description"
You will also be responsible for reporting on the status and updates of the incident to relevant stakeholders, including management, customers, and employees. You will also ensure that all relevant documentation and reports for each incident are properly updated and documented.
In summary, a Major Incident Manager is a crucial player in the organization's crisis management team, ensuring that incidents are handled effectively and that business operations can return to normal as soon as possible.




Position: Level 2 IT Service Desk Support Agent
Our Level 2 IT Service Desk Call Center Support Agents play a crucial role in providing technical support to our employees. They assist Level 1 Support Agents with escalations and technical questions and provide coaching and training to help our employees stay up-to-date with the latest technology.
Key Responsibilities:
Assisting Level 1 Support Agents with escalations and technical questions and providing coaching and training.
Resolving Level 1 and Level 2 issues and escalating complex problems to the appropriate support groups (L3 Agent, Manager, etc.).
Providing first level technical support through phone, email, and chat support (if applicable) to resolve technical end-user service and support requests.
Diagnosing and troubleshooting end-user desktop application issues and providing appropriate solutions.
Following up with end-users to provide status updates as per service level guidelines (SLA's).
Performing account management and maintenance for various applications and systems (e.g., creating or modifying user accounts and permissions, performing password resets).
Communicating with customers of all levels of technical and non-technical skill sets.
Following all standard operating procedures (SOP) through the effective use of knowledge management.
Working collaboratively with people across the organization.
Supporting PCs, laptops, printers, cell phones, and tablets, etc.
Supporting end-users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management) including installation,

also head of IT in a school