Ict Service Delivery Officer
Current• Provide support to all users (by ticketing system such as Service Now, phones, emails, remote assistance, using other communication platforms like Teams, WebEx, Zoom) to access all ICT hardware equipment's, applications, software in efficient and effective manner.• Provide onsite assistance to users for hardware’s such as pagers, cisco desk phones, mobile phones, rovers, Drager machines in Theatres functionality, PC/Printers/WOW's replacements or move, and ensures that all IT devices are connected to network.• Provide excellence resolution rate of service desk incidents by actively recording the information, taking the responsibilities of all the assigned tasks, and following up on the incidents.• Understanding the urgency of the situation and deciding when to escalate incidents to the coordinator or the specialist teams.• Editing Women's Intranet portal with updated information, forms, documents as requested by the different departments and providing access to users to do the same.• Providing Knowledge Transfer Sessions to new employees to expedite their learning curve and increase organization's efficiency.• Collaborated with vendors such as HP, Dell, Elite Print Solutions to locate replacement components and resolve advanced problems.• Using Mimecast, to avoid and prevent malware, phishing attacks, spam emails, and any unauthorized user access.• Working on Active Directory, MS Office 365, Exchange Admin, SCCM, Citrix Director, IPM Director and Windows reimaging.• Managing unassigned incident queue on behalf of Team Coordinator when required and assigning tickets to team members evenly.• Creating knowledge-based articles on Team's confluence page and presenting it across the team.
