Helpdesk Support Engineer
RAQMIYAT LLC
Total des années d'expérience :22 years, 7 Mois
Working for IT Operations Department, Ministry of Environment & Water (Eastern Region), UAE. Responsible for the smooth operation of IT Framework in Eastern Region.
Ensure the highest standards of conduct and integrity are observed as defined in company's corporate policies;
Receive and record technical and/or application support calls from end users in BMC Service Desk Express;
Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.
Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.
Provide initial assessment of urgency and business impact on all support calls.
Manage service requests, software installations, new computer setups, upgrades, etc.
Record incident resolutions in the Help Desk tool.
Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.
Support the following technologies: Microsoft Office 2007 products - Outlook, Word, Excel, Access, Internet Explorer, Windows XP, desktops, laptops, printers, networked copiers, NIC’s, basic LAN/WAN connectivity and others as assigned.
Monitor daily backups.
Ability to work independently and in a team environment.
Ability to communicate well with internal and external contacts.
Installing & maintaining Antivirus clients (McAfee 8.7i);
As Senior Technical Sales & Support Coordinator: People Counting Solutions
Installation and configuration of people counting system will various retail customers within UAE and other part of Middle East. Independently handling all the new projects. Worked as IT Engineer for AMC's of two 5STAR Hotels in DEIRA, DUBAI
Countwise onsite & remote support: The job includes coordinating subcontractors and managing staffs to complete the projects in professional manner within the deadline.
Implementation of Software Tools ( Analyzer, Admincount, RTC Manager);
Installation & Configuring of People Traffic Counting Hardware & Software (Prodco & Countwise);
User level support for FIDELIO, OPERA, IDS in client PCs;
Backing up of files from the server to Physical media;
Data cleaning & Defragmenter all computers once in month;
One on one daily interaction with customer’s and other retailers;
Installation and upgrading of various PC hardware and software including memory, hard disks, printers;
Providing face-to-face support to end users for hardware and software issues;
Troubleshooting software issues related to Windows XP, Microsoft Office and other desktop applications;
Configuring and installing new computers using standard software image and packages;
Installation, Customization and training of Pharmacy Automation Software;
After service support and customization of MS Access product application;
Detect, Diagnose & Isolate Network related issues;
Installation & Configuring of Wireless Access points.
ITIL Foundation Certificate in IT Service Management
MS Certification ID : 9083134
ADNIIT - NIIT - TRICHUR