سهيل عثمان

System Administrator في Citibank

• الإمارات العربية المتحدة - دبي
• أشغل هذه الوظيفة منذ نوفمبر 2005

Providing support for IT Hardware, Software, Network and Voice to key Departments like CEO, Global Equities, Equities Research, Treasury, GTS, Investment Banking, CCO etc.

Responding to and Answering Calls, Emails and Web Tickets of end users in a cordial, professional manner
Logging Tickets (Incident / Service Request / Information Query) for every user interaction handled
Providing first, second level support on IT Hardware, Software, Network and Voice.
Troubleshooting Applications and Operating Systems, VPN, Active Directory
Conduct Anti-Virus updates / workstation scans as per EPO reports
Providing First-Call Resolution to issues faced by end users (Incidents)
Customer engagement over phone & help resolve incidents over phone
Execution of Service Requests (which can be catered to remotely)
Route/Assign tickets to the appropriate support group, if necessary.
Identifying and escalating high-severity, priority issues
Updating Pending Tickets with timely, precise, accurate updates
Research/looking-up required information from available resources to handle end user issues, requests or queries
Following-up with end users, if necessary, for closure of pending tickets
Following-up with other support groups, if necessary, for closure of pending tickets (tracking of ageing tickets)
Producing reports as required by the Service Desk Manager, from time to time.