ElSayed Ali Osman

IT Service Desk SMEFull Time

• Job Details:•Responsible on account transition phase and knowledge transfer for new account. •Create reports with team numbers based on client’s requirements (Daily,Weekly, Monthly). •Work closely with the team, motivating and coaching them. •Conduct 1-2-1’s and team meetings (KPIs & Coaching Meetings). •Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs. •Ensure training and development plans are maintained for all team members. •Support IT Manager to highlight operational risks and areas for improvement. •Escalate any appropriate problems to senior management. •Monitor calls, tickets, and emails (Samples) to ensure that team members are complying with our process. •Conduct 1-2-1 meetings to discuss quality results and getting agents’ feedback about obstacles that they are facing at work. •Analyze issues to identify the root cause and solve them. •Coach agents and providing feedback. •Create and maintain knowledge resources (manuals, reference guides). •Transfer the knowledge to team members and train them on their tasks by conducting constructive trainings. •Compile and track performance for team members and individual level.

IT Service Desk SMEFull Time

• Job Details:•Responsible on account transition phase and knowledge transfer for new account. •Create reports with team numbers based on client’s requirements (Daily,Weekly, Monthly). •Work closely with the team, motivating and coaching them. •Conduct 1-2-1’s and team meetings (KPIs & Coaching Meetings). •Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs. •Ensure training and development plans are maintained for all team members. •Support IT Manager to highlight operational risks and areas for improvement. •Escalate any appropriate problems to senior management. •Monitor calls, tickets, and emails (Samples) to ensure that team members are complying with our process. •Conduct 1-2-1 meetings to discuss quality results and getting agents’ feedback about obstacles that they are facing at work. •Analyze issues to identify the root cause and solve them. •Coach agents and providing feedback. •Create and maintain knowledge resources (manuals, reference guides). •Transfer the knowledge to team members and train them on their tasks by conducting constructive trainings. •Compile and track performance for team members and individual level.

Senior IT Service DeskFull Time

• Job Details:• Train newcomers to our team. • Creates and maintains training resources (manuals, reference guides) to support training sessions. • Handling IMAC tickets that are related to assets and licensed software packages. • Create users’ accounts and updating their details on IDAM, Active Directory, Exchange Server, and Lync Server. • Create mailboxes and distribution lists on Exchange server.