Service Management Specialist
Electronic Health Solutions
مجموع سنوات الخبرة :16 years, 2 أشهر
•Manage relationships with the second tier.
•Participate in process improvement and share best practices with other teams across IT Group members.
•Ensure End Users satisfaction, continuity through continuous planning, review and improvement of Service Management standards and effectively managing peaks and troughs in workloads.
•Creation of reporting around Service Management activity, Service Level Agreements and end-user contact and issues including daily monitoring of metrics.
•Monitor end-user issues, responses and resolution rates to track patterns.
•Manage escalation queue, identify and track issues and determine severity level. First point of contact for all escalations.
•Monitoring calls and side-by-side coaching; provide real time feedback for assigned support agents to identify areas of development, skill gaps and training needs.
•Provide Professional Training for Service Management analysts on Medical System (VistA) and different Desktop Support skills.
•Provided a single point of contact for all users to report problems and assist to raise service requests.
• Logging All users incidents or request according to classification and categorization.
•Provided first level technical and IT support to end users for troubleshooting problems.
•Handling incoming incidents via the phone / e-mail promptly and effectively.
•Diagnosing and resolving a wide range of technical issues over the phone.
•Escalating calls and issues where necessary to senior managers & team leaders.
•Answering & responding to all calls & requests within agreed time scales.
•Provide troubleshooting and configuration support for client desktop and networking environment.
•Keeping customers updated as to progress.
•Acting as an escalation point.
•Liaising with change management (PMO Approvals).
• Producing statistics and management reports .
•Managing Hardware assets into Monitoring tools "Zenoss, Nagios" .
•Managing users and PC's through Active Directory.
1. Troubleshooting the software and hardware for computers desktops and laptops.
2. Installing and configuring the needed software and hardware.
3. Follow up the projects activities and implementation.
4. Troubleshooting the networks and connectivity issues.
5. Developing the needed database.
6. Providing technical solutions.
7. Assisting projects' managers'.
1. Troubleshooting the software and hardware for computers desktops and laptops.
2. Installing and configuring the needed software and hardware.
3. Follow up the projects activities and implementation.
4. Troubleshooting the networks and connectivity issues.
5. Developing the needed database.
6. Providing technical solutions.
Dealing with customer by good hospitality.
Create and develop relationship with customers.
Maintain customer satisfaction
Solve problems that appear to the customer
Dealing with customer by good hospitality.
Create and develop relationship with customers.
Maintain customer satisfaction
Solve problems that appear to the customer
Bachelor degree in Software Engineering
Scientific Section
