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Personal Pitch
Offering free IT support & ServiceDesk guidance: troubleshooting, ticketing, and process improvement.
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Work Background
SITAService Desk Supervisor
May. 2020 - Oct. 2022Amman, Jordan- Oversees the day-to-day activities of our Amman Servicedesk staff, provide guidance and coaching to ensure all team's KPIs & Objectives are met daily. - Distribute and balance the team workload among our Amman Servicedesk team staff to assure timely completion of assignments. - Serve as an escalation point to Amman Servicedesk team and manage high priority Incidents (MI/P1 & P2), also to lead all bridge calls where required. - Develops the appropriate ITSM processes, policies, procedures and workflows in coordination with the Team Lead, and ensure this improvements to our operations are implemented and controlled. - Responsible to provide the transition approval for any new airport project to ensure a smooth transition from the delivery and implementation team to Amman Servicedesk operation including comprehensive and clear documentation of all aspects of the solution. - Manage the shift roster for Amman Servicedesk team members. - On-boarding & training for new joiners in Amman Servicedesk team.
SITAAgent Service Desk
May. 2016 - May. 2020Amman- Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs. - To ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations - When required, act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's, internal resolver groups, and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA. - Ensure shortest possible restoral times possible, initiating the timely escalations to specialized Resolver groups inside and outside SITA, according to the customer contracts and SLAs and monitoring requirements. - To proactively detect events related to Service Operations services, conduct diagnostics, provide service request ownership to ensure resolution of customer faults. - Reporting and escalating all observed incidents to proper SITA operational escalation points - When/where required, perform assigned tasks on 24 x 7 shifts basis - Provide a professional support and assistance to SITA customers to understand their issues and open incidents for resolution by the SITA support organization with all the relevant and required information. - Attempt resolution of incidents at level 1 whenever possible and diagnose possible incident cause for referring incidents to the right resolver group. - Monitor incident resolution progress and chase up resolver groups for updates and resolution as per the defined product or customer SLA. - Work closely with all resolver groups, including third party vendors, to ensure timely resolution of all incidents - The Service desk agent has a key role in influencing customer satisfaction by the way he/she interact with the customers, especially when dealing with them on the phone.
Zain JordanEngineer Internship
Sep. 2015 - Dec. 2015Microwave Transmission1. Introduction to Transport Network. 2. Microwave design and Microwave studies. 3. Site surveys to sites' and MPLS customers
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