Sr. Service Desk Analyst
Islamic affairs and charitable activities
Total years of experience :14 years, 5 Months
• Acts as a Single Point of Contact (SPOC) to all our Users, with our L1, L2, support for process adherence.
• Train, assist, and mentor new employees in the department;
• Responsible for all contracts renewal of license with the all Vendors
• Log all calls in the Service Desk Call Logging system (ManageEngine)
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Facilitates user account onboarding and termination, as well as asset release and retrieval for incoming and outgoing employees
• Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions.
• Diagnosed incidents and described accurately to developers technical issues for correction beyond our departmental scope.
• Responsible for building the knowledge base starting from scratch to contain the all articles .
• Escalate unresolved calls to the designated support team
• 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)
• Active Directory knowledge. Creating user accounts, reset passwords, create groups etc., Exchange knowledge. Creating Mailbox, Reset email password, Create Distribution list . Create shared mailbox.
• Logging tickets to Service Now (Fuji) ticketing system.
• Providing 1st line of technical support for EMEA, AFME.
• troubleshooting Citrix Servers issues.
• troubleshooting FTP account issues
• troubleshooting VPN service and RSA - GRAS (EMC).
• Provide Mobile support for IOS and Android
• On-boarding new users.
• Communicate clearly with clients who may or may not be tech savvy
• Troubleshooting and maintaining Users applications and PC`s on Client Level.
• Respond to requests for technical assistance in person, via phone, web tickets, Voice mess electronically within agreed SLA's based on severity and customer type.
• Carry out initial Incident diagnostics, resolve with a first line fix where possible or escalate to other areas of the IT Department to resolve if necessary.
• Carry out incident/problem management in line with ITIL processes
• Dealing with Cisco Phones and troubleshooting phones issue.
• Troubleshooting all Microsoft Products issues.
• Troubleshooting Printer issues.
• Creating and modifying accounts in Active Directory.
• Dealing with Fire Eye.
• Dealing with content security management appliance.
• Creating and modifying Groups in Active Directory.
• Dealing with Lansweeper.
• Dealing With Solar Winds.
• Troubleshooting all internal portals
• Working as L1 / L2 for Remedy Application
• Understand & execute the IT operations and monitoring activities allocated
• Raise and escalate any IT Operations and monitoring backlog or issues
• Follow-up with support teams to resolve and close the trouble ticket
• Undergo IT operations and monitoring trainings
• Configure IT monitoring tools as per requirements
• Monitor BMC Portal (All Nodes )
• Monitoring Database processes and ensure they are running at all times through the Customized BMC Portal
• Monitoring the datacentres, Shops & Head quarter through the Entity Monitoring Tool
• Monitoring Email Threat Messages through the Iron Port Monitoring Tool
• Monitoring Kiosk Machines Through the APM Monitoring Tool
• Monitoring Scripts through Email Notifications
• Monitoring the Retail Billing through the Putty for Billing Servers
• Report and escalate any application processes, hardware, operating system, or database problems or errors that are detected during the monitoring activity.
• Assist in generating daily/weekly/monthly availability reports
• Create and maintain documents and operation procedures, forms, checklist, work instruction etc. with
• Monitoring All Nodes performance
• Development of all SOP’s related to the business environment
• Working on IPACCMAN Ticketing Tool
• Working on I2K Monitoring tool
• Submitting Daily / Weekly I2k & KPI & IPACCMAN Tickets & SOP Reports
• Creating Operation Categorization for the ticketing tool
• Upload Daily & Weekly Reports on Portal
• Monitoring for CPU, Memory & File System Utilization using EMC SMARTS
• Monitoring of all ZAIN Shops (Routers / Switches) on EMC SMARTS
• Monitoring of some clone jobs for TABS application by email notifications
• Monitoring of Fault IT Servers on EMC SMARTS
• Scripts Monitoring on TABS Application
• Releasing Daily Reports for TABS Application and Remedy Tickets
• Creation of SOP’s for the whole operation as a reference guide for our work
• Active directory management (reset password / unlock accounts) As A Service Desk Engineer
• Create tickets using Remedy Ticketing Tool
• Preparing Tracking sheet on weekly basis to measure the team performance
• Working on EMC Watch 4net reporting tool
• Working On applying Operation Categorization Procedures
• Working on Applying NOC Standard Procedures
• Apply Standards & Modification for NOC Monitoring Tools
• Directly communicated with third parties to apply Monitoring Procedures & Modification
• Working on the Enhancement of the Incident Management and Change management Process
4+ years of experience performing computer operations, systems management, and administration of multiple operating systems including experience with multiple network protocols and administration.
The key responsibilities of an end user support professional include:
User End Support
• Identifying, diagnosing, and resolving the level one issues in computer hardware and software in a mainframe systems such as laptops and PCs
• Installing and up grading hardware's and software's and providing complete assistance while configuring hardware's, software's, and peripherals of the end user systems
• Providing general desktop support, project coordination, imaging/ re-imaging PCs, and laptops
• Providing one on one assistance to the end user regarding the technical flaw, either by phone, mails, or in person
• Resolving network related issues like local area connection problem, network access, mails, internet, dial-ins, etc.
• Coordinating with the third party service provider for timely repair of the system under the maintenance agreement warranty, and repairing minor flaws in hardware if not covered under the same
• Providing assistance in installation of other peripherals like printers, scanners, etc., cabling systems like local area network cables, network interface cards, wired switches, etc.
Work End Support
• Supporting and assisting colleagues and working with other support groups and vendors for solving level two issues
• Developing strategies, assisting with designs and applications, software testing, development, and up gradation with level two support for preventing technical breakdown in future
• Monitoring and analyzing the performance of upgraded system, keeping track of its performance, reliability, risks, and benefits
• Providing assistance to network technicians for creating user end informative materials like brochures and leaflets, updating themselves on the latest IP policies, and other technical controls