Esam Khalil

Service Desk , Desktop Support & Vendor Manager at Alawwal Bank

• Saudi Arabia - Riyadh
• My current job since June 2008

Create, document, and update processes to resolve issues and improve processes
- Provide guidance and oversight of staff and reporting on SLAs and other analytics to
management
- Support all Audit and Risk requirements till closed
- Support Monthly Dashboards for managements
- Manage CMDB (Configuration Manager Data Base) for all assist to IT in Assyst system
- Prioritize daily activities of the team and work on critical and high priority
- Act as project manager for small to medium projects around desktop infrastructure (i.e.,
technology upgrades, new hardware and software deployments
- Manage the help desk staff and activities associated with the identification, prioritization, and
resolution of reported Incident, Request, problems and RFC (Request For Change) using ITIL best
practices.
- Manage SCCM deployment of key software updates for all computers in all our organization.
- Ensure the full compliance with SLA with monthly and Yearly reports.
- Managing IT inventory cross all the Bank for end user computing Hardware and Software’s
- Conduct a comprehensive preventive maintenance for all computer and other hardware
- Managing testing and deployment of Windows patches, Security update and hotfixes
- Manage All Assist Hardware and Software related to our area with and/or manage and
administer departmental and project budgets and forecasts
- Manages a team(s) that provides support for employees with hardware, software and network
issues
- Manage and coordination and prioritization of high-level and/or complex projects within any
related Desktop Support departments
- Manages staff to ensure all duties are performed efficiently and within guidelines