IT Service Desk Team Lead
Emirates Nuclear Energy Corporation
مجموع سنوات الخبرة :10 years, 8 أشهر
Technical Role
1. Providing first contact support of incoming requests to the service desk
via telephone, web portal, email, and chat to ensure courteous, timely,
and effective resolution of end-user issues.
2. Prioritizing incidents and service requests according to defined processes
to meet defined SLAs.
3. Escalating incidents with accurate documentation to suitable technician
when required.
4. Using remote tools and diagnostic utilities to aid in troubleshooting.
5. Researching solutions through internal and external knowledgebase as
needed.
6. Identify and learn appropriate software and hardware used supported by
the organization and manages clients built in in-house application.
7. Resolved various technical problems ranging from hardware, software,
network printers, LAN/WAN, VPN either by Remote Desktop, email, phone
or field support.
8. Test fixes to ensure an incident has been adequately resolved.
9. Developed help sheets and FAQ lists for end users and team members.
10. Reinforcing SLAs to manage end-user expectations.
11. Analyze information obtained from various data reporting tools and
makes sound recommendations for process improvements.
12. Alerting management to emerging trends in incidents.
13. Coach and provides regular training on work processes and procedures to
keep service desk agent technologically up to date.
14. Create and sends technical communications to enterprise users regarding
upcoming maintenance or service interruption.
15. Monitors technical support call queue and technical support agent
productivity and assigns clear accountabilities and performance
expectations.
16. Provides reports and documentation to management.
17. Ensures service desk manuals, guidelines, knowledgebase and procedures
are updated.
18. Provided technical expertise to team when needed.
19. Acting as a resource for the enterprise to turn to when they are unsure
where to direct a question or concern, finding a solution or locating the
correct person/ department to assist them; being sure to respond with a
sense of urgency.
20. Support Operation delivery manager in driving continuous improvement
into the Service Desk processes
21. Responsible for assuring enterprise users are provided efficient and timely
first level and second level support on a 24/7 basis
Key Team Achievement
1. Contributed in developing the automation of common service desk task
which resulted to improve mean time to resolved and increase service
desk productivity which allows them to focus on important incident and
request.
2. Gathers data on all common request/incidents with other support groups
within system admin, network and security team, application team and
analyze and trained the team so service desk team can resolved, which
resulted in increase in first call resolution and enterprise user satisfaction.
3. Regularly delivers outstanding KPIs results to enterprise customer.
4. Regularly gathers data to find ways to recommend for continuos
improvement on service desk processes and deliverables
1. Support Set-up and troubleshooting of both desktop and laptops computers and upgrades, creating new systems, Imaging, analyzing, testing, and assessing software and/or other technical changes to meet operational requirements.
2. Support Set-up of New Branches (Cabling and Windows Network troubleshooting). Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Install and configure enterprise hardware and software solutions.
PISCO Private School (Primary) Abu Dhabi, United Arab Emirates (1997-2003) Philippine National School (Secondary) Abu Dhabi, United Arab Emirates (2003-2007)