Senior Analyst
SAUDI BASIC INDUSTRIES CO. (SABIC)
Total years of experience :12 years, 0 Months
Providing On-Site Technical Support (2nd Level) pertaining to Windows 10/7 installation, migration, activation and profile settings thru the use of windows standard remote control tools (SCCM-Configuration Manager and Remote Desktop).
Manage File Server, Print and Domain Server (AD, DNS & DHCP), configure, activate and trouble shoot IP phone using CISCO Unified Call Manager/Unity.
Evaluate all received Incidents and Approval request (Change Request) using BMC Remedy System, Asset Management, etc.
Prepare configurations and desktop software images for each customer’s site in accordance with agreed desktop standards.
Attend, troubleshoot and resolve assigned helpdesk calls and log associated activities in the helpdesk system.
Create, modify, configure and assigned permissions to newly installed Multi-Function Printer (MFP) to print server.
Escalate non-resolvable issues to higher-level technical groups for further actions following escalation procedures and guidelines.
Coordinate with 3rd and 4th line of support for all maintenance work to be performed on desktop hardware/software.
Deploy desktop software on all desktop hardware to meet security measures and comply with enterprise infrastructure upgrades.
Maintain I.T. Asset Inventory Database (i.e. asset locations, configurations, assignments, etc.) up-to-date within area of responsibility.