• Collaborate with cross-functional teams to improve service delivery and reduce downtime.• Ensure standard logging of all issues and complaints. • Followed standard procedures for proper escalation of unresolved issues to the appropriate teams.• Talk clients through a series of actions, either via phone, email or chat. • Provide prompt and accurate feedback to clients and customers. • Commission, decommission, keep record of IT assets. • Diagnose, troubleshoot and identify solutions to resolve issues. • Provide support to various IT projects.

• Implemented and managed ITIL practices to streamline incident, problem, and change management processes.• Take ownership of client issues reported and see problems through to resolution. • Provided comprehensive technical support to over 500 end-users, resolving hardware, software, and network issues. • Assisted in the deployment and configuration of new IT systems and applications, contributing to a smoother transition for end-users.• Conducted training sessions for staff on new software and systems to enhance productivity and user experience.

• Tracked hardware and software related issues through to resolution, within agreed time frame.• Provided on-call support for critical incidents, ensuring timely response and resolution to minimize impact. • Diagnosed and troubleshooted all technical issues.

*Creating awareness about the product and services Vahlid has to offer*Developing the best strategies to educate users and customers*Representing Vahlid at meetups to talk about their services*Leveraging social media to create more awareness