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概要
Company: Superior Group July 2021 to Present
- Designation: IT Service Desk Officer
▪ Logs incidents and service requests at Service Desk portal.
▪ Records and tracks issues from outset to conclusion.
▪ Follow up, escalation and reporting IT quires to relevant teams.
▪ Ensuring user queries or issues are captured and validated for further processing.
▪ Ensuring that various types of information are communicated to users through the appropriate channels (emails, calls, in person).
▪ Acting as a point of contact to support services, users reporting issues, requesting information, access, or other services.
▪ Receive and handle requests for service following agreed procedures.
▪ Promptly allocate calls as appropriate.
▪ Maintain daily and monthly Service Desk reports.
Program Coordinator
Company Name
Superior University Full-time
Dates EmployedFeb 2020 – Present
Employment Duration8 mos
LocationLahore, Pakistan
* Determining and implementing policies and procedures.
* Maintaining program budgets.
* Scheduling employees as needed to execute programs.
* Organizing and maintaining a program agenda.
* Managing internal and external communications related to the programming.
* Resolving queries related to University Management System (UMS).
Information Technology Help Desk Coordinator
Company Name
Wateen Telecom Limited Full-time
Dates EmployedApr 2009 – Sep 2019
Employment Duration10 yrs 6 mos
LocationPak
* Resolve helpdesk service calls using documented procedures.
* Support IT staff members on support work.
* Manage Help Desk responsibility and resource allocation to maintain 600 users in 35 locations.
* Handle routine Help Desk calls to ensure timely resolution as per Senior Management’s Service Level Agreement.
* Attend help desk calls in-person and through email, FAX and phone.
* Answer help desk lines and troubleshoot through PC DUO remotely.
* Support Shift warehouse issues such as packing stations, account maintenance and ACS.
* Handle Help Desk ticketing system through Track IT.
* Attend support calls, walk-up customers and emails for first level technical support.
* Solve routine issues and escalate complex issues based on priority.
* Input problems and resolutions into standardized company support center application.
* Develop, execute and follow IT operational policies, standards and work instructions for customer support.
* Ensure customer satisfaction through continuous status information.
* Develop and manage internal and external support documentation.
工作经历
IT Service Desk Officer & Inventory Management
Program Coordinator
Company Name
Superior University Full-time
Dates EmployedFeb 2020 – Present
Employment Duration8 mos
LocationLahore, Pakistan
* Determining and implementing policies and procedures.* Maintaining program budgets.* Scheduling employees as needed to execute programs.* Organizing and maintaining a program agenda.* Managing internal and external communications related to the programming.* Resolving queries related to University Management System (UMS).
Information Technology Help Desk Coordinator
Company Name
Wateen Telecom Limited Full-time
Dates EmployedApr 2009 – Sep 2019
Employment Duration10 yrs 6 mos
LocationPak
* Resolve helpdesk service calls using documented procedures.* Support IT staff members on support work.* Manage Help Desk responsibility and resource allocation to maintain 600 users in 35 locations.* Handle routine Help Desk calls to ensure timely resolution as per Senior Management’s Service Level Agreement.* Attend help desk calls in-person and through email, FAX and phone.* Answer help desk lines and troubleshoot through PC DUO remotely.* Support Shift warehouse issues such as packing stations, account maintenance and ACS.* Handle Help Desk ticketing system through Track IT.* Attend support calls, walk-up customers and emails for first level technical support.* Solve routine issues and escalate complex issues based on priority.* Input problems and resolutions into standardized company support center application.* Develop, execute and follow IT operational policies, standards and work instructions for customer support.* Ensure customer satisfaction through continuous status information.* Develop and manage internal and external support documentation.
