Ghaya Khalil
IT Service Desk Specialist
Dubai,DU
Summary
I am a competent, flexible and adaptable who can be relied upon to complete tasks diligently in line with the company procedures and also in timely manner to ensure the organization can operate smoothly
Over the years I have held a number of positions that have helped develop my skills from both a technical and non technical perspective
Overview
7
7
years of professional experience
6
6
years of post-secondary education
3
3
Certificates
2
2
Languages
Work History
IT Service Desk Specialist
Alef Education Technology, - outsourced by Smart World Technology
Abu Dhabi
10.2020 - Current
- Acting as a point of contact to support service, users, and customers.
- Delivering customer service through multiple channels including Calls, Chat, emails, Ticketing system.
- Identify and diagnose issues and problems.
- Categorize and record reported queries and provide solutions.
- Advise users on appropriate course of action. “Act as 1st or 2nd Level of Support.”
- Monitor issues from start to resolution.
- Reporting issues, requesting information, access, or other services.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used coordination and planning skills to achieve results according to schedule.
Logistics Business Partner
DAL Group - SAYGA Investment Company
Khartoum, Sudan
09.2017 - 04.2020
- Focal point for Inbound and Outbound logistics services “Mainly for food & beverage and Medical business units”
- Order processing and client Enquiries Addressing
- Documents Verification
- Consultancy Role for DAL Group Business units in the field of logistics.
- Reporting and providing first level Analysis
- Regular and close follow up and update on all clients’ orders through logistics stages “Clearance, transportation, warehousing, etc….”
- Meet with assigned business units to identify and resolve problems
Logistics Customer Service Agent
DAL Group - SAYGA Investment Company
Khartoum, Sudan
11.2014 - 01.2016
- Focal point for Inbound logistics services “Shipping, Transportation, Clearance, Warehousing”
- Documents Verification
- Coordinate the delivery of product and raw material to customer locations within specific timeframes.
- Receiving Customer's Request via emails or ticketing system
- Served customers and followed outlined steps of service.
- Shipments tracking
- Reporting and first level Analysis
Admin and Procurement Coordinator
Electronic Banking Service Co. Ltd
Khartoum, Sudan
02.2013 - 10.2014
- Order processing and client Enquiries Addressing
- Address product\Service- related inquiries and questions from the technical team in accurate and timely manner.
- Inventory Management
- Assets Management
- Coordinate and communicate with International Vendors
- Prepare PO’s/payments and follow up of shipments
- Check various suppliers daily and identify any contacts which may be of interest to the Company
- Filing.
- Sourcing and Identifing new and more cost-effective suppliers
- Negotiated with vendors on freight costs
Education
MBA - Marketing Specialization
Garden City University
Sudan - Khartoum 09.2016 - 03.2018
Bachelor of Science - Management Information Systems
Ahfad University For Women
Sudan - Omdurman 07.2006 - 04.2011
Skills
Customer service abilities
Project scope understanding
Effective communication
Planning and Coordination
Coordination with cross-functional disciplines
Reporting
Certification
Certified ITIL foundation V4
Additional Information
- Driving License: UAE Driving License
- Visa Status: Residence Visa, Valid until December 2023
Accomplishments
- Employee of the Month for the operation department November 2021
- Project Management Course, August, 2011
- E-learning Project (Analysis & Design), "Student project" - 2010
Timeline
Certified ITIL foundation V4
07-2021
IT Service Desk Specialist
Alef Education Technology, - outsourced by Smart World Technology
10.2020 - Current
Logistics Business Partner
DAL Group - SAYGA Investment Company
09.2017 - 04.2020
MBA - Marketing Specialization
Garden City University
09.2016 - 03.2018
Logistics Customer Service Agent
DAL Group - SAYGA Investment Company
11.2014 - 01.2016
Report Writing
07-2013
IELTS
07-2013
Admin and Procurement Coordinator
Electronic Banking Service Co. Ltd
02.2013 - 10.2014
Bachelor of Science - Management Information Systems
Ahfad University For Women
07.2006 - 04.2011