Ahmed Sahal

Service Desk Analyst @IFM Investors

Providing critical IT support to IFM Investors\' global environment, with a focus on the Northern Hemisphere (Europe and North America) and the London office. I resolve Level 2 support issues, ensuring seamless IT operations across these regions.**Key IT Support & Troubleshooting: First point of contact for IT support, resolving issues across devices (smartphones, laptops, PCs, printers) for users in London and Northern Hemisphere offices.* Level 2 Support & Incident Management: Manage Level 2 incidents and service requests in ServiceNow, addressing desktop, server, and infrastructure issues to minimize downtime.* Collaboration with Global Teams: Work with EUC engineers, Security teams, and external vendors to resolve complex issues and ensure optimal system performance.* IT Administration & Equipment Setup: Handle user onboarding/offboarding, configure company equipment, and maintain operational efficiency in the London office.* Security & Maintenance: Assist in implementing security protocols, keeping systems up to date and secure.* Remote Support & Software Deployment: Provide remote desktop support and assist with software deployment using tools like Microsoft Intune and SCCM.* Video Conferencing Support: Manage video conferencing systems (MS Teams, Pexip, Cisco, Yealink) for smooth global communication.**Skills & Incident Management (ServiceNow)* Technical Support (End-user devices and infrastructure)* Security & Maintenance (Security protocols and system updates)* Software Deployment (Intune and SCCM)* Video Conferencing (MS Teams, Pexip, Cisco, Yealink)Committed to providing efficient IT support, enhancing user experiences, and collaborating across teams to optimize IT operations. I seek opportunities to improve systems and stay updated on emerging technologies, contributing to IFM Investors\' success.