Sultan Alfataih
Summary
Senior service desk specialist with expertise in IT service management and incident management. Proficient in administering ManageEngine and ServiceNow platforms to optimise IT service processes and improve user support. Collaborates with department heads to deliver tailored IT solutions that align with organizational needs.
Overview
4
4
years of professional experience
Work History
Senior Service Desk Specialist
RER
08.2024 - Current
- Administer and manage the ManageEngine platform, including system configuration, user and access management, ticket monitoring, and IT service process optimization.
- Manage and maintain the Qmatic system, including service and queue configuration, performance monitoring, reporting, and customer experience improvement.
- Administer and manage the ServiceNow platform, including user and role management, workflow configuration, incident and request management, and IT service process enhancement.
- Coordinated with department heads to understand IT requirements and deliver customised solutions that met organisational needs.
Service Desk Specialist
Tamam Financing Company
09.2022 - 07.2024
- Provided phone, email, and in-person support with clear technical solutions.
- Resolved service requests within established timeframes to enhance user satisfaction.
- Monitored IT infrastructure, diagnosed issues, and resolved faults to minimise downtime.
- Installed and configured computer hardware, software, and network systems for operations.
- Configured networks to meet performance requirements.
- Maintained printers and scanners to ensure uninterrupted daily business activities.
- Managed IT asset inventory to ensure timely supplies and scheduled upgrades.
Education
Bachelor - Networks & Communication Engineering
Applied Engineering College
Riyadh01-2022
Skills
- IT service management
- Incident management
- User support
- Ticketing systems
- System configuration
Timeline
Senior Service Desk Specialist
RER
08.2024 - Current
Service Desk Specialist
Tamam Financing Company
09.2022 - 07.2024
Bachelor - Networks & Communication Engineering
Applied Engineering College