محمد تنوير

Responsibilities
Short:
• Supervise service desk team and manage workload
• Monitor tickets and ensure timely resolution
• Handle escalations and critical incidents
• Track performance and improve service quality
• Ensure compliance with SLAs and processes
Brief:
• Provide day-to-day leadership, line management, coaching, and development for Service Desk colleagues, fostering a supportive and high-performing team culture.
• Own and manage Service Desk operations, ensuring incidents and requests are logged, prioritised, assigned, and resolved in line with agreed service levels.
• To ensure delivery within primary area of Request Fulfilment / Incident resolution within contractual SLAs
• Develop and implement on-going Service Improvement measures
• Monitor and manage Service Desk performance against agreed service levels and operational metrics, using insight from tickets and trends to drive service quality, prioritisation, and continuous improvement.
• Act as the primary escalation point for Service Desk issues, coordinating effectively with colleagues across IT Services to resolve more complex or high-impact problems
• Contribute to service improvement
• Identify skills gaps and training needs within the Service Desk, coordinating learning, mentoring
• Preparing Daily Backlog Reports and presenting in front of Management
• Managing Shift roster, Preparing SOP, Knowledge Management in Service Management
Skills
• Communication possesses excellent verbal and written communication
• Time Management
• Problem Solving
• Decision Making
• Leadership Skills
• Collaboration

• Good experience on ITSM Tools, Manage Engine (5years) and Service-Now (5 years) & Applications support
• Support team of 9 members in technical issue

• Supporting in Major Incidents, Problem Management, Intune

• Provide end-to-end users support remotely, ranging from identifying problems to troubleshooting and debugging.

• Experience for Active Directory Printers, Network, Hardware, Software, Network Support

• Act as the Lead for first point of contact for the end users seeking technical support through the ITSM, phone, email or voice message - L1 Support

• Managing Tickets, Service Request and IT Asset Management clearance as per Task in ITSM template

• Support for MS Office Applications & ERP, VPN, company Internal Applications.

• Provide insights, tools and processes to establish Level 0 (self-help) resources.

• Educate End Users to drive more self-service and preventive measures.

• Supporting 8 members of Technical staff

• Troubleshooting & Installation ( Using LMI & MS Team, Skype)

• Making IT Service desk Daily Reports for the IT Management (SL %)

• Making daily, weekly reports for the IT management,

• Provide support in bride calls with L2 & L3 teams

• Backup for IT Team Lead

• ITIL Certified

Responsibilities Help Desk
•Serve as the first point of contact for customers seeking technical assistance over the phone or email (Level 1)