Acting Sr. IT Service Manager
ARASCO
مجموع سنوات الخبرة :11 years, 1 أشهر
Handling Incidents and Service Requests assigned by the Service desk.
Supporting Users Access and Account request or issue via Active Directory AD360 & Quest Active Directory. Creating, resolving and escalating ticket via SAP Ticket System.
Incident Investigation and Diagnosis
Escalation to third Line Support. Supports Client remotely, visit customer’s sites when needed, and at the same time maintain a high degree of customer service for all support queries.
Ensure all incidents and problems are acted upon conscientiously and in the framework expected according to the SLA.
Follow the security processes and procedures during incident management.
Report any security related risks to the Security Administrator and seek necessary action.
Support and update documentation for responsible areas.
Responsible for completing the assigned incidents as per the standards and finalizing by affecting the incident closure in the Service management System.
Troubleshooting and resolving software & hardware issues; including re-imaging computers/hard drives.
Install, configure, maintain and troubleshoot end user desktops.
Android/iPhone/Windows wireless devices deployment and support.
Troubleshoot network and local printer issues.
Any other duty related to the job from time to time as directed by the management.