IT Service Desk Shift Lead
Etihad Airways
Total years of experience :17 years, 0 Months
• Managing the shift agents, call flow and tickets queue and making sure all tickets are assigned, attended and escalated properly and all calls are attended without any delay
• Monitoring all network devices, applications and servers including Etihad airways website closely through IT360 monitoring system.
• Maintaining the abandon rate as low as possible by monitoring the call flow.
• Escalating all critical issues to concerns teams within Etihad and to vendors.
• Following up on all critical issues throughout final resolution.
• Managing the Service desk comms for unplanned and planned outages.
• Making shift reports and incident report for management in the end of every shift.
• Supporting all Etihad users all over the world via Phone & Service Desk Tool.
• Supporting users with all desktop and laptop related issues and software issues.
• Providing Technical Support to users for day to day computer and network problems and supporting IP Phones issues.
• Providing software support to the users as for Email Exchange, AIMS, SITA, AMADEUS, Sabre, CITRIX, Cargo Spot, Pros GRMS, SMS Express, ORACLE, MICROSOFT OFFICE, Local Etihad Intranet Portal and all airline related applications.
• Providing full support to all Etihad pilots and cabin crew’s.
• Hands on Building, configuring and troubleshooting skybooks.
• Reporting all incidents to seniors and concerns.
Overall responsible for all the Telecom Help desk related activities.
Administration of the different (NT/2000) Servers.
Call centers support
Online help to our internal customers for any Helpdesk related problem.
To co-ordinate with PTCL for any changes or night call forwarding or any hunting line problem.
Reporting to the Corporate Seniors, participating in the different project’s functions. Facilitated communications and meetings in order to champion and/or move projects ahead. Coordinate with seniors for the maintenance of all Telecom equipments.
Coordinating with higher management and sharing for problem resolution on hardware, network and system availability issues and assisting in prioritizing new technology improvements. Coordinating technical difficulties/issues with all departments.
To ensure that the all the tasks are done as per the corporate guidelines /policies.
Coordinating with Users and Vendors for the selection and purchase, critical hardware and software, and negotiate with vendors for cost efficient contract purchase or lease terms.
Providing, off site services to all our critical Users for any contingency
1. Installation of different Operating systems.
2. Installation and troubleshooting of different hardware.
3. Installation and maintenance of network equipment, Printers, modems and laptops in different organizations.
4. Marketing for sale purchase of computer accessories of different kind.
5. Involved in the installation of various tele/data communication equipments
DAE in (Computer Information Technology) Grade "B" Percentage 69.96 Division 1st