• Receives and logs service requests and dispatches them for action. • Escalates technical issues as appropriate. • Interacts with support organizations to ensure restoration of service and/or identification and correction of core problems. • Troubleshoots incoming calls from clients regarding problems with desktop functionality, network connectivity, and application support. • Logs issues and either resolve them or ensure they are dispatched to the applicable support group. • Runs queries and tests to identify root causes of system errors. • Tracks current applications to problem resolutions, and then publish fixes so the user community has access to them. • Ensures Proper Issue Tracking troubleshoot network connectivity and server ability. • Consults within network and server teams to confirm outages. Track customer impact from server and network problems. • Ensures follow-up on unresolved cases. Escalates problems as necessary to ensure contractual agreements are met.*Provide analytical and technical solutions to service desk calls raised by customers.* Install and maintain new hardware and software including moves and relocations.*Assisting in the maintenance of work stations, printers, IT equipment and systems and client software.*Adherence to deadlines and contributing towards successful closure of projects.*Resolving complaints and similar issues and acts to resolve customer support problems in a timely manner.*Perform system testing and provide technical support and upgrades to meet the requirements of the business.*Interacting with other support groups to resolve problems, formulate plans and schedules and modify processes.*Ability to perform a wide variety of technical support functions within a demanding production environment.

Prepare and maintain a comprehensive inventory of all computer, telecommunications equipment, I/O devices and software existent in the region, country and sub-offices;Manage the operation and maintenance of the Local Area Network (LAN) and Wide Area Network (WAN) systems to ensure that Network Operating Systems support data base, documents, resources and other data files.Manage all equipment and applications associated with electronic mail , etc. for all offices in the area;Ensure timely installation and upgrading of LAN/WAN information systems (e.g., Resource Mobilization, Logistics Management, Purchasing, Financial Accounting, anti-virus and industry standard applications, etc.);Receive, test, and install systems and telecommunications hardware;Maintain all Operating System, commercial, business and anti-virus software, ensuring compliance with registrations and upgrades;Provide hardware and software troubleshooting support to all office locations, seeking technical advice and support from TCIT section staff as required;Provide staff training on all hardware, software, files management/maintenance and LAN/WAN systems; carry out periodic computer skills surveys to determine end user knowledge of applications; and identity training requirements and propose cost effective measures to upgrade staff skills;Perform maintenance and minor repairs on hardware equipment;Provide monthly reports on activities of the unit;Supervise other staff as required;Perform other related duties as required.

Attracts potential customers by answering product and service questions; suggesting information about other products and services.Opens customer accounts by recording account information.Maintains customer records by updating account information.Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.Maintains financial accounts by processing customer adjustments.Recommends potential products or services to management by collecting customer information and analyzing customer needs.Prepares product or service reports by collecting and analyzing customer information.Contributes to team effort by accomplishing related results as needed.

•Sudanese Mobile telephone Co.ltd (Zain) in OMC Operating & Maintenance Center. Has complete period of training from the 16 of Aug to the 16 of Sept 2009.