Senior IT Service Desk Analyst
Abu Dhabi Ports Company
مجموع سنوات الخبرة :11 years, 10 أشهر
Act as a Local IT Support for Abu Dhabi ports company
Responsible for performing first-level IT support on issues regarding the use of software, hardware, telephony, and wireless communications devices
Provide relevant and timely communications on all IT driven activity.
Provide full resolution details for all tickets to improve future resolution and Problem Management.
To monitor the Incident and Request queue in the Service Management toolset, ensuring tickets are
dealt with according to priority and within timescales
Providing resolution for the Technical Support call and dealing with Service request
Providing L1 application support, assigning and escalating to L2 and L3
Fulfill the End user requirements (Release Hardware)
Monitor User interaction from inception to closure as per SLA
Generating reports for the incident management and top management
Generates weekly Service Management and Pending calls report;
Modify configurations, utilities, software default settings, etc. for the local workstation
Install, test and configure new workstations, peripheral equipment and software
providing training sessions to clerical and administrative staff on Word, Excel and PowerPoint
Manage PC setup and deployment for new employees using standard hardware, images and software
Communicate maintenance schedules, operational issues and impacts to IT management and business stakeholders and users.
Implementing new software and technologies.
Lead, manage, motivate and support a lean team whilst still being technically hands-on and able to get involved on a technical level
Manage the processing of support tickets and be able to prioritized accordingly, analyze and report on tickets, produce statistics and KPIs
Lead, manage and direct the team to support all aspects of the IT Support Service, taking operational responsibility for the team, including where day-to-day management has been delegated.
Supporting Handheld device and email configuration
Act as the Single Point of Contact (as part of the IT Service Desk Team) to all areas of the Hospital
Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
Respond to questions from all emails and callers.
Create and maintain Help Procedures and Policies on the use of Technology Equipment and Systems
Participate as necessary on teams/committees as an internal consultant with regards to technical systems issues
Perform other departmental duties as noted in position description and as assigned
Provide adept support of an IT infrastructure that includes Windows desktops, LAN, MS server environment, phone systems, clinical systems, and other related technology as determined by the business and in compliance with established IT standards and protocols.
Promoting high levels of customer satisfaction with the IT operations by timely issue resolution and proactive communication with the customers.
Providing support and troubleshooting for technical issues with software and hardware, networks, phone systems and clinical systems.
Coordinating efforts with technical vendors in support of the facility
Troubleshooting technical issues with software and hardware, networks, phone systems, and clinical systems.
Maintaining online security for Tesco bank customers
Troubleshooting customer Pc, laptops, for online banking
Logging complain for costumer and contacting incident management to resolve the issue
Installing the relevant application and software in order to fix the online banking issues
Troubleshooting network connection
Resolving issues within SLA
The role Include Proving IT helpdesk Analyst including network support to the Client G4S
Cash, Security, Group, justice
Monitoring G4s servers and network performance on daily basic
Troubleshooting and diagnose the fault on sites
Creating Blackberry account and enterprise activation for G4s users
Creating Account and amending the user profile in Active directory and resetting their passwords
Supporting Microsoft outlook, Microsoft exchange, office issues and resolving them within SLA
Proving it service within SLA and Maintaining it achieving targets and goals.
Using remote access for troubleshooting and fixed the problem ( proxy server, Dameware Mini remote ) .
Replicating workspace on Lotus note book and dealing with email issues in it
Dealing with printer issue, connecting them on G4S network, and logging Service call with Third parties
Approaching back office for an existing queries and putting chase on it for users
Contacting IMAC team to Build up the users Laptop and Pc or any desired software’s to installed
Proving IT supports to G4S vip staff International ( Dubai, South Africa, etc )
Launching P1 or P2 (priority) for instance if the whole site went down or other issues
Contacting 3rd Line support and third parties in case if any Sites network went down .
The role involved working as Service Desk Analyst providing system, application and network support
Install and troubleshoot MS Windows, MAC OS, hardware and software.
Investigate and diagnosis the faults on network.
Escalation to service providers as appropriate.
Solved incident / faults through a remedy based management tool.
Liaised with both internal and external parties to implement solutions to rectify faults.
Involved in the design, testing, implementation of the live networks providing continuous support.
Configure and maintain all servers, LAN/WAN and internet connectivity.
Monitor and investigate network performance and event logs.
Support and configuration of wired and wireless Network.
Resetting network, SAP and Application passwords.
Mapping and giving access to network drives.
Lotus notes support.
Managing Service Desk mailboxes.
Network and PC troubleshooting to help user get online
Plan, configure and monitor LAN/WAN network. Working with CISCO router, switch, hub and access point.
Troubleshoot and configure Windows 2000/2003 server and Active directory
CCNA Certified and Trained in (RIP, IGRP, OSPF,EIGRP , Static and dynamic Routing , STP , ACL and NAT/PAT, Wireless LAN , IP Routing).