Yasir Ibrahim

Experience

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  Injazat Data Systems

  Jan 2006 - now

  IT Support Engineer-HelpDesk Support Engineer

  Working In C4 Advanced solutions as Helpdesk Analyst at Nilex support system ,and IT support Engineer. July -2011 –Now-Working In Injazat Data Systems Jan -2006 – -july.2010. working with Group – HELP DESK Analyst-IT Support Engineer.o Provide 1st level support to all Injazat Data Systems clientso Provide single point of contact for user escalations and concerns, ensuring that any issue is resolved with the expectations of the usero Troubleshoot as appropriate in order to achieve a satisfactory solution and gain all relevant information into case o Be ready and available at the beginning of shift to handle client requests. Answer all incoming telephone/fax/mail/web requests striving to meet client specific service levelso Adhere to all established call handling policies and procedures, including documentation of proper call detail into the required logging tool using professional telephone techniqueso Dispatch request to appropriate second level support groups according to procedures – do not rely on any auto-assignments, check who you are dispatching a case to personallyo Monitor the progress of cases up to fixed resolved status and all aspects of Inbox Managemento Work effectively with all tools at his/her disposal to assist clientso Adhere to work scheduleo Adopt absence notifications according to guidelineso Positively and professionally represent my team to other Injazat Data Systems departments, clients and potential clientso Follow all scripts that are available for case loggingo Support junior members of the team and be a mentor to trainee staff in the Service Desk.o Provide input to update Service Desk Knowledge Base عرض أقل

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  GCCST

  Jan 2010 - now

  Public Relation Manager

  Public Relation Work and Customer Support Services