IT Service Desk Analyst
Alpha Data Recruitment
Total years of experience :5 years, 8 Months
Managing Service Desk Askit Portal.
Monitoring and responding effectively to requests received through Askit.
Identifying the severity of issues, service requests & incidents received via the portal.
Diagnose and resolve hardware issues by troubleshooting computer systems, peripherals, and networking devices.
Determine the root cause of hardware failures and implement appropriate solutions.
Provide technical assistance to end-users regarding hardware-related issues. Respond to support tickets, troubleshoot problems, and offer guidance on hardware usage and best practices.
Creating user accounts & password reset on Active Directory, HotSOS & Ramco.
Processing Micros Card replacement - Simphony EMC.
Escalating the issues to concerned IT teams.
Maintains contacts and follows up with end users to ensure issues are resolved as per company SLAs.
Plan & complete daily assigned tasks within deadlines and reports to Line Manager.
Responsible for Managing IT Service Desk Portal.
Monitoring and responding effectively to requests received through the manage engine portal.
Acting on tickets logged by users and answering calls on the IT helpline.
Hardware troubleshooting diagnose and resolve hardware issues by troubleshooting computer systems, peripherals,
and networking devices.
Determine the root cause of issues and implement appropriate solutions.
Installation of applications, scanners & network printers.
Perform routine maintenance tasks and upgrades to ensure optimal system performance.
Providing Support to visit users on-site & on-call.
Maintains contacts with end users to ensure issues are resolved as per company SLAs.
Plan & complete daily assigned tasks within deadlines.
Maintains documentation for IT equipment and controls IT equipment inventories.
I have worked for a Prestigious bank in Pakistan. Named MCB Islamic Bank Ltd. A Islamic window of Of MCB Bank Ltd, Pakistan
Duties & Responsibilities :
The major responsibility to monitor IT Service Operations in 66+ MCB Islamic Bank branches across the city and
Lead 3 Resident Engineers at Region Office in Karachi.
Managing and priorities tickets on MIB Service Desk Portal and responds to provide direct, one on one
support to quickly identify issues and resolving and to align vendors to resolve problems on branch banking
side.
Provided IT Support to Group Heads and Vice President of the bank & arrange Video Conference calls for
them. Ensuring 24/7 service up time and availability of business operations and reports to Head of IT
Infrastructure and Operations at Head Office.
Investigates specific hardware, software, network, and associated problems; Escalates issues to concerned IT
teams & vendors to take corrective actions to resolve such issues to restore services as quickly as possible.
Coordinating with IT Group and General Service teams for Supervising Infrastructure (Passive Works) of newly
open bank branches and take follow-up from vendors.
Maintain contacts with end users to ensure issues are resolved as per SLAs.
I have worked with Marie Stopes Society (NGO), A Global Partner of (Marie Stopes International) UK based Non Government Organization for a contract based project role in Support Office at Karachi Pakistan.
(1 Year Contract Mutually Finished)
Duties & Responsibilities :
Successfully Managed (IS Manage Engine Portal) console and taking actions on the tickets logged by
users. Diagnosing and solving hardware/software issues.
Installing software, windows 7, windows 8.1, & windows 10, Scanners & Network Printers.
Configuring computer operating system applications (MS office 365, MS Ax Dynamics ERP 2012)
Provided 1st line support to 100+ End Users
Setup new user’s domain creation on Active Directory (AD) & Password reset.
Escalate support issues as necessary to Senior Service Team & Vendors.
Plan & complete daily assigned tasks within deadlines.
Coordinating vendors for licensing & warranty claims.
Testing IT equipment and maintain company’s asset application Asset Management System (AMS)
I done my Bachelors Degree in Computer Science from Sir Syed University of Engineering & Technology Karachi, Sindh Pakistan. During my bachelors degree i attended workshops & seminars: 1 Day training workshop on PUBLIC SPEAKING & PROJECT MANAGEMENT Conducted by SIRS SOCIETY held on 24 August 2013 at Sir Syed University Of Engineering & Technology Karachi. 1 Day workshop about SAP Conducted by Super Nova Solutions at Sir Syed University of Engineering & Technology Karachi. Successfully completed the course of (Dot Net Framework 4.5) Windows Application Development from April 2014 to July 2014 at (Continuing Education Program) Sir Syed University OF Engineering & Technology Karachi. Participated in 1st YOUTH PUBLIC SPEAKING SUMMIT held on 21 August 2016 At Pakistan American Cultural Centre, Karachi. Participated in Pakistan Defense Day (YOUTH CONVENTION) held on 6 th September 2016 At FTC Auditorium, Karachi.