Company: Superior Group                                  July 2021 to Present

• Designation: IT Service Desk Officer 

▪ Logs incidents and service requests at Service Desk portal.  

▪ Records and tracks issues from outset to conclusion.

▪ Follow up, escalation and reporting IT quires to relevant teams.

▪ Ensuring user queries or issues are captured and validated for further processing.

▪ Ensuring that various types of information are communicated to users through the appropriate channels (emails, calls, in person).

▪ Acting as a point of contact to support services, users reporting issues, requesting information, access, or other services.

▪ Receive and handle requests for service following agreed procedures.

▪ Promptly allocate calls as appropriate.

 ▪ Maintain daily and monthly Service Desk reports. 

• 
  

  Program Coordinator

  
  

  Company Name

  
  

  Superior University Full-time

  
  

  Dates EmployedFeb 2020 – Present

  
  

  Employment Duration8 mos

  
  

  LocationLahore, Pakistan

  
  

  * Determining and implementing policies and procedures.
  * Maintaining program budgets.
  * Scheduling employees as needed to execute programs.
  * Organizing and maintaining a program agenda.
  * Managing internal and external communications related to the programming.
  * Resolving queries related to University Management System (UMS).

  
   


• 
  

  Information Technology Help Desk Coordinator

  
  

  Company Name

  
  

  Wateen Telecom Limited Full-time

  
  

  Dates EmployedApr 2009 – Sep 2019

  
  

  Employment Duration10 yrs 6 mos

  
  

  LocationPak

  
  

  * Resolve helpdesk service calls using documented procedures.
  
  * Support IT staff members on support work.
  
  * Manage Help Desk responsibility and resource allocation to maintain 600 users in 35 locations.
  
  * Handle routine Help Desk calls to ensure timely resolution as per Senior Management’s Service Level Agreement.
  
  * Attend help desk calls in-person and through email, FAX and phone.
  
  * Answer help desk lines and troubleshoot through PC DUO remotely.
  
  * Support Shift warehouse issues such as packing stations, account maintenance and ACS.
  
  * Handle Help Desk ticketing system through Track IT.
  
  * Attend support calls, walk-up customers and emails for first level technical support.
  
  * Solve routine issues and escalate complex issues based on priority.
  
  * Input problems and resolutions into standardized company support center application.
  
  * Develop, execute and follow IT operational policies, standards and work instructions for customer support.
  
  * Ensure customer satisfaction through continuous status information.
  
  * Develop and manage internal and external support documentation.