IT Engineer
Huawei Technologies GSC Pakistan | People HR
Total years of experience :4 years, 4 Months
Service Desk Analyst Huawei Technologies GSC Pakistan People HR 1st Feb 2023 - Present
• As a team lead responsible for managing service desk team.
• Manage IT Service Desk ticketing system & provide IT support globally.
• Experience in automated OWS based IT service desk ticketing management systems.
• Deals with user request and trouble tickets by following ITIL techniques.
• Familiarity with relevant ITIL processes or ITIL qualification
• Work in shifts in a 24/7 support team by providing technical support globally.
• Self-Learner / wikis for resolving technical issues.
• Highlighting the problematic issues and escalating them to core IT team.
• Prioritizing tickets/ incidents and routing them to concerned department.
• Responsible for tickets creation, prioritize, escalate, track, and close the ticket as per defined SLA.
• Experience in handling Huawei Cloud Platforms, Windows Server 2012 R2, windows Server 2016.
• Managing centralized based endpoint security solutions. (EDR, Antivirus Server & Screen Recordings Audits).
• To manage and implement security standards like bit encryptions & compliant applications.
• Managing system upgrades (patches upgradation) & migrations of projects where necessary.
• Experience in Active directory polices & users management, FTP, PMP, RDP, RMM tool (ServiceDesk Plus).
• Monitoring & reporting health status of all IT components and make sure 100% compliance.
• Handling Emergency drills across company (BCP & DRP).
• Experience in IT Audit ensuring authorized user access, Network safety, Compliance Tools, Antivirus polices.
• Troubleshooting of Systems, Servers, Huawei Cloud, Networking, VPN, Proxies, Outlook, Software & Hardware.
End user support
Engineering