Kheireddine Amari
Information Technology Help Desk Analyst at Global Shares- Claim this Profile
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Bio
Credentials
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Become a Six Sigma Black Belt
LinkedInDec, 2022- Nov, 2024 -
Critical Thinking and Problem Solving
LinkedInNov, 2022- Nov, 2024 -
Developing a Service Mindset
LinkedInNov, 2022- Nov, 2024 -
Excel Essential Training (Microsoft 365)
LinkedInNov, 2022- Nov, 2024 -
Project Management Foundations: Communication
LinkedInNov, 2022- Nov, 2024 -
Reduce Stress and Anxiety by Managing Your Nervous System
LinkedInNov, 2022- Nov, 2024 -
Sales Strategy: Storytelling to Speed Up Your Sales Cycle
LinkedInNov, 2022- Nov, 2024 -
Windows 10 for IT Support: Troubleshooting Basics
LinkedInNov, 2022- Nov, 2024 -
Becoming a Six Sigma Green Belt
LinkedInSep, 2022- Nov, 2024 -
Six Sigma: Green Belt
LinkedInSep, 2022- Nov, 2024
Experience
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Global Shares
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Ireland
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Financial Services
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400 - 500 Employee
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Information Technology Help Desk Analyst
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Aug 2020 - Present
Position and Duties Service Desk Analyst, exercise such functions and duties as the Company may delegate to me from time to time in keeping with my position as Service Desk Analyst. These functions and duties shall include: - • Answer inbound phone calls and review inbound tickets to the service desk in a timely fashion. • Provide education and training to clients regarding their account balances, capabilities, and website navigation/access. • the identification and resolution of software-specific issues • Recording and validation of ticket data to ensure that it is accurate and correctly defined. • Managing ticket queues and assigning or escalating as required • Escalate unresolved issues to 2nd and 3rd line support teams. • Ensure tickets are resolved within defined SLA’s, escalating exceptions to Service Desk Managers • Interact with other areas of the company in resolving queries raised by clients and participants (IT, Product Design, Operations, Sales, etc) • Maintain contact with customers throughout the ticket life cycle. Accurately record and provide ticket resolutions to clients. • fully conversant with the Incident, Service Request, and Change Processes. • support and mentor 1st level support teams • Notify Service Desk management team of any issues with the operational process • identify and recommend areas for improvement within the Service Desk function that support and add value to business activities. • Supporting the organizational vision and mission • promote the use of processes and standards across the Company. • Creation and maintenance of Knowledge Base articles Show less
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Algérie Telecom
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Algeria
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Telecommunications
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700 & Above Employee
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Cable Technician
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Jan 2017 - Sep 2019
Installing, disconnecting, reconnecting, adding, changing, and troubleshooting cable TV, internet, and telephone. Using hand tools, power tools, and test equipment. Ensuring that the service operates within prescribed parameters. Identifying and remedying sources of customer-perceived issues. Driving a company vehicle between home/office, warehouse, and work sites safely and courteously. Cleaning, maintaining, and stocking the vehicle and equipment to be repaired to perform required duties. Completing the paperwork accurately and reporting and recording work order status updates. Performing Customer service duties by Greeting customers in the home while conducting a walk-through. Reviewing all requested services with the customer to ensure understanding and agreement; Interacting with customers in a professional, courteous manner including when responding to escalations and repeated customer concerns. Educating the customer regarding product and service usage. Show less
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Education
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2014 - 2017
Tayb Bel Gandous,Sidi bel Abbes (Algeria)
High School Diploma, Biology/Biological Sciences, General
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