Tahleel Abusidu

• Leading Service Desk Team and assure service delivery with High Quality
• Handle Service desk Projects
• Automate work flow
• Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
• Coached team members through new or difficult workflows.
• Delegated tasks to make best use of individuals' skills.
• Supported team to overcome new challenges by forecasting knowledge and skills gaps.

IT Service Desk Support tasks and Build the service Desk Platform and workflow

• Handle Service Desk platform and build its workflow
• Train the service desk members for all IT related service desk tasks
• Coordinate for multiple IT projects

I manage IT asset management, IT procurement. IT vendor management, IT service projects in the technology department of the organization. I am also responsible for the performance reporting and analytics of the Information Technology organization. We follow ITIL guidelines to attend to IT tickets created by end-users.

During my tenure, I have successfully created IT asset management tracker. I have also managed the upgrade of token systems in the business outlets. Supporting multiple platforms such as core banking
systems, Payment systems, office 365, emails, hardware and software. I am also proud of transitioning the business users to working remotely during the lockdown (COVID-19) and relocating all IT resources to a new site.

• I worked with a diverse team of more than 20 people to support HP in the MENA region following ITIL guidelines. I liaised with external customers and other SMEs to ensure the requests are fulfilled to the customer's expectations for troubleshooting, system upgrade and escalations using the remote access tools.
• I was rewarded the best customer service representative for excellent performance and customer reviews.
• Carried out new hardware installations and updates, keeping systems functional and secure.
• Installed new software for users and monitored version and patch update requirements.
• Answered user questions about hardware and software operation to help resolve problems.
• Scanned systems, diagnosing and correcting equipment failures and performance issues.