islam Essam Essam

IT Helpdesk SupervisorFull Time

• Job Details:Manage helpdesk teams in more than 8 sites to provide first line support to 4 different type of user. Employees, outsources, government users and MI users.  Manage all services desk issues which receiving via phone, email, live chat, and ticketing system and follow up customer satisfaction and user-feedback responses.  Coordinate and assign tasks to the different team such as “system, network and security” regarding IT management request.  Manage all necessary action for escalation complex issue to be resolve and closed in SLA.  Ensure all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.  Provide technical monthly report for IT management.  Managing, developing, and training the helpdesk and service desk teams.  Manage permission to leave, overtime, annual vacation, and actions plan for teams.  Weekly meeting to discuss for any problems are facing the team during the past period.  Recommend, create and approve technical offers for purchase request and purchase order for HW equipment are related to helpdesk and service desk.  Manage and plan for new implementation such as upgrade, deployment, new installation.  Follow up and apply company IT polices to improve and enhance service desk process.  Check batches and arrange for attend interviews for new candidates for helpdesk and service desk team.  Manage and inspect IT hardware inventory for asset, consumable and service.  Communicate with service provider to provide IT services in time frame such as printing  services, internet service and telecom companies

Senior IT Field Support EngineerFull Time

• Job Details:- Manage IT projects and activity with different areas “administration and operation area. - Manage all operations and functions at IT&S tasks and requests. - manage the development and maintenance of system procedures. - Provide technical support to implementation, maintenance, operation and enhancement IT data center. ▪ Manage IT activity, tasks, incidents and requests via “ticketing system” ▪ Planning IT development project. ▪ Monitor all team members and provide necessary advice and guidance. Recommendation, ITIL and auditing for system, network and security layers. ▪ Manage IT material and purchasing equipment. ▪ Manage IT asset and inventory. ▪ Performing authority to permit to work. ▪ Communication approach with the vendor. ▪ Apply all company approved policies and procedures. ▪ Reporting to IT management to deliver weekly status activity report.

IT Help Desk supervisorFull Time

• Job Details:Enforce help desk service level agreements in consultation with end users to resolve problem resolution expectations in time frames and analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. - Manage the processing of incoming calls via both telephone, e-mail and ticketing system to ensure courteous, timely, and effective resolution of end user issues. - Design and enforce request handling and escalation policies and procedures. - Coordinate and perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. - Monitor and test fixes to ensure problems have been adequately resolved. - Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. - Track and analyze all requests and generate statistical reports. - Identify, recommend, develop, and implement end user training programs to increase computer - handle the development, implementation, and administration of help desk staff training