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Nada Fadlalla

IT Support

Languages: Native Arabic & Fluent English
Installation, Upgrades, Communication
Team working, Customer service
Troubleshooting, First point of contact
Available driving license
Nada Fadlalla
United Arab Emirates
Professional Status
Available soon
Available
About Me
Diligent. Detail focused. Reliable. A solution oriented IT professional who benefits from extensive knowledge of various computer operating systems, applications and hardware, honed through the performance of numerous diverse support roles.
Excels in profession of 1st and 2nd line support; liaising directly with external customers and internal colleagues of all disciplines in a positive problem solving skills required to investigate and resolve queries swiftly; prioritizing a complex workload effectively and ensuring strict deadlines are adhered to at all times. A flexible and adaptable individual who works efficiency with minimum supervision and guidance.
Resume created on DoYouBuzz
  • Responsibilities:
    1. Serving as the first point of contact for customers seeking technical assistance over the phone or email.
    2. Performing remote troubleshooting through diagnostic techniques and pertinent questions.
    3. Determining the best solution based on the issue and details provided by customers.
    4. Walk the customer through the problem-solving process.
    5. Direct unresolved issues to the next level of support personnel.
    6. Follow-up and update customer status and information.
    7. Follow ITIL process for incident, problem and change management by updating and resolving as per Manage Engine Service Desk Software.
    8. Provide reporting on call volumes and incident trending within the Service Desk and IT operations team