IT Global Service Desk Executive
United Arab Shipping Company
Total years of experience :11 years, 0 Months
Ensure 24/7 technical support is provided and oversee all requests, incidents & problems. Manage & co-ordinate urgent / complicated support issues and act as escalation point for all requests and incidents.
monitoring the performance of the ERP system to ensure it matches system requirements and also support company’s shipping system
Analyze incidents for the global ERP system (TRUST) and provide inputs; first/second level support by liaising with process owners and ensure its documented.
Managing an IT Service Portfolio of desktop and application management systems and service worth more USD 20 million
Consolidated the fragmented help & support systems to one 24x7 Global Service Desk managed from one location, thereby streamlining processes and cutting operational overheads by 35%
Implementing the desktop application imaging process and SCCM to ensure organization wide standardization of systems and infrastructure resulting in better managing inventory
Implemented an optimized SLA and OLA framework with internal and external stakeholders to improve response and resolution times by 15%.
Collaborate with IT team to ensure issues and problems are addressed through user education, internal training/documentation and 'Root Cause Analysis' when possible and any problem we are facing to be resolved ASAP.
•Be informed of the changes to the application, and develop and prepare the support team for new product/service releases ensuring proper training on the new application or module
•Analyze information on typical types of incidents/issues to determine causes and document the findings; identifying patterns or links among or between incidents/issues, and direct next steps required by type of incident/issue or recommend new approaches
•Gather Users Requirement and provide an IT solutions with Business support Unit.
70%