Responsibilities;Provide onsite and remote support to users of Coles Supermarket, Coles Express, Coles Liquor and Head office across Australia and ofshore. Performing troubleshooting and assisting users with point of sale, assistant checkouts and back office. Incident logging and escalation using “Service Now”.Maintaining LDAP, Active Directory accounts and Identity management accounts.Inbound call handling and incident escalation to support groups as per SLA.Troubleshooting and resolving networks using Dameware, SCCM, Crimson and other applications.Modification and implementation of group policies as per the requirements.Logging incident and issues, according to severity level and impact, perform effective diagnostics and provide regular updates to customer.Performing follow-up calls on incidents and change priority level based on the business trade impact to ensure maximum business outcome.

 Provide onsite IT support. Setting up network (WAN/LAN). Network setting for TCP/IP Active directory, defining group policies and domain controlling. Knowledge across all platform (MAC, Windows, Linux iOS, Android). Attend queries with IT support ticketing system. Provide remote support to user outside office hours as per SLA agreement. Setting up online communication for management as per SLA agreement. Troubleshoot and resolve network problem as part of maintenance and support. Support software and Hardware asset management/ tracking/ auditing according to globalprocesses

 Provide onsite IT support. Setting up network (WAN/LAN). Network setting for TCP/IP Active directory, defining group policies and domain controlling. Knowledge across all platform (MAC, Windows, Linux iOS, Android). Attend queries with IT support ticketing system. Provide remote support to user outside office hours as per SLA agreement. Troubleshoot and resolve network problem as part of maintenance and support. Support software and Hardware asset management/ tracking/ auditing according to globalprocesses.

• First and second level support• IT support• Asset Management• Creating and maintaining LDAP accounts• Cisco switch/router setup• IT telephony• Network support• Technical Customer support• Apple product configuration• Windows and OS support• IT purchase• Managing\ permission of share drives

Supervised and carried out IT audits (ISMS) of the Dubai division.Prepared and carried out documents for Asset Management.Providing first and second-level support.Creating and Managing users on the Volkswagen portal.Log all incidents and requests received through the Solarwind helpdesk ticket system.Diagnose and fix technical issues for the internal user base over the phone and by remote support.Escalating support incidents to senior team members and support managers as required.Configuration and deployment of Cisco telephony.Remote deployment of software and application through Altiris.