IT Service Desk Supervisor
Central Bank of Kuwait (CBK). Diyar United Company outsourcing.
Total years of experience :10 years, 1 Months
• Responsible for Incident Management, Request Management, Change Management, and Problem Management
• Develop and implement project work plans and review as appropriate to meet changing needs and requirements.
• Apply all ISO standards to all the delivered services by the company to the customer
• Maintain quality of service by establishing and enforcing organization standards
• Set service Metrics to monitor and achieve the service targets.
• Monitor Support team performance, and Requests, Incidents, Change Orders, Problems created and align them to SLA
• Represent CBK in audit meetings
• Analysis risk matrix and create the risk assessment.
• Create corrective/preventive plans.
• Conduct Management meetings to discuss issues and opportunities to improve the services
• Create various types of reports based on MGT requests Ex: assets changes reports, trend analysis reports, incident analysis reports, major incidents reports, problems reports, …etc.
• Execute asset management policies, procedures and processes.
• Managing and maintaining databases and records of information.
• Creating replacement plans, and coordinating with Top Management for any modification to the approval
• Ensure effective management of the CMDB and maintain it accurately.
• Identifying hardware assets as well as CIs.
• Making sure that modifications, withdrawals, and additions of existing ones are correctly recorded
• Tracking assets within the Configuration Management Database (CMDB) throughout their lifecycle
• Coordinate with CBK in utilizing the asset management tools to analyze, review and track asset data.
• Following up with the End User Support, and Making the teamwork
• Updating RFCs
• Generate and distribute various reports, including reports on current assets and CIs
• Ensure audit compliance for the IT assets and Provide Evidence of SLA Compliance as per ISO standards
• Installing hardware and software systems.
• Maintaining IT equipment. (printers, scanners, desktop PCs, servers)
• Backup servers data.
• System Administrator
• Offering technical support onsite or via phone.
• Adding users to and removing users from the network
• Managing/monitoring user accounts.
• Creating and maintaining a system for backing up data and program files
• Ensuring the security of the network
• Managing users ability to access the Internet via the network
• Leading technicians team
Graduation project: LTE Physical layer simulation and implementation * Graduation year : 2013
