Service Desk - FM Help Desk at Enova Facilities Management - Abu Dhabi International Airport (ADIA)
ENOVA Facilities Managemen
مجموع سنوات الخبرة :6 years, 0 أشهر
Airport (ADIA) Project, Abu Dhabi May 2021— Present
•Carry out monitoring of FSI (CAFM) & IBM (Maximo) data to ensure that Service Desk problems and incidents have been accurately created, assigned, prioritized, and categorized in line with contractual KPIs and SLAs
•Serve as the first point of contact for customers seeking technical assistance over the phone or email
•Perform remote troubleshooting through diagnostic techniques and pertinent questions
•Determine the best solution based on the issue and details provided by customers
•Walk the customer through the problem-solving process
•Record events and problems and their resolution in logs
•Follow-up and update customer status and information.
•Using FSI (CFAM) and IBM (MAXIMO) software to register and manage the requests and problems of customers.
•Collaborating with internal departments to ensure that IT needs are met.
•Prioritizing and resolving IT concerns and escalating serious issues to the relevant technical team.
•Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.
•At the end of any Shift has to Send reports to the management and technical teams of the current status of operations with details of each request or incident or problem pending in the system.
Maintained and administered computer networks and related computing environments including systems software, applications software, hardware, and configurations.
•Performed remote troubleshooting through diagnostic techniques and pertinent questions. Serving as the first point of contact for customers seeking technical assistance over the phone or email.
•Troubleshooting, diagnosing, and resolving hardware, software, and other network and system problems.
•Use a ticketing application (Manage Engine Software) to register, assign, track, resolve, enclose, and escalate issues to the Concern teams.
•Maintained, configured, and monitored virus protection software and email applications. Monitoring network performance to determine if adjustments need to be made.
•Send reports to management at the end of each Shift.
Establish the networking environment by designing system configuration, directing system installation, and defining, documenting, and enforcing system standards.
•Design and implement new solutions and improve the resilience of the current environment.
•Maximize network performance by monitoring performance, troubleshooting network problems and outages,
•Undertake data network fault investigations in local and wide area environments using information from multiple sources.
•Secure network systems by establishing and enforcing policies, defining and monitoring access operational status by gathering and prioritizing information, and managing projects.
•Performed regular maintenance to ensure that networks operate correctly Worked on Cabling: Extension, Termination, Maintenance, and Labeling.
•Troubleshoots technical issues and diagnosed and repaired faults.
•Installed Network infrastructure, as well as replaced or repaired the necessary parts.
•Provide remote support to on-site engineers and end users/customers during installation.
•report network operational status by gathering and prioritizing information and managing projects
Installed and configured computer hardware, software, systems, networks, printers, and telephones.
•Use a ticketing application (BMC remedy Software) to register, assign, track, resolve, enclose, and escalate incidents and problems.
•Monitored and maintained computer systems and networks.
•Responded to customers in a timely manner to service issues and requests.
•Setting up accounts for new users inside the local domain.
•Repaired and replaced equipment as necessary on the network.
•install solar Systems in several parts of Sudan and Install Uninterruptible Power Supply (UPS) for the Ministry of Petroleum -Sudan.
record the client's requests, problems, and incidents in a timely manner and follow up with them with recommendations and steps of probable solution.
•Recommended configuration changes and system additions that optimized performance.
•Resolve the incidents and analyze the problems to meet customer satisfaction by keeping the customer updated on the case status.
•Identify process gaps and provide solutions that improve the customer's quality of service.
•Troubleshoots technical issues and diagnosed and repaired faults.
•Tested and evaluated new technologies.
Technical Diploma in Computer and Communication Engineer