IBEX GLOBAL PAKISTAN Executive Global IT ServiceDesk.

Key Responsibilities:

Managing all kind of Hardware/Software and Network/Server tools and configuration of newly added technologies and ensure performance.

VPN gateways Management and troublehsooting of Firewalls and Security tools per ITIL standards.
Managing and handling IT related issues using advance in-house and vendor provided ticketing system.
Handling all tier 1 and tier 2 IT issues i.e. Software (client provided and in-house), hardware tools (Computer and network tools via phone calls, emails and online zoom sessions.
Prioritize, balance, multitask competing issues based on impact to end user, customer urgency, length of outstanding issue and political sensitivity.
Creation of development bug reports, working with development to ensure items are completed and properly tested.
Managing outages and widespread issues per ITIL and BCD framework to ensure production.
Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate.
Manage different Active Directory services/domains for credentials creations such as user accounts, policies, telephonic services and email addresses.