Senil Gabani

Information Technology Technician @Agnico Eagle Mines Limited

Kirkland Lake, ON, CA

Operational Management• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.• Build rapport and elicit problem details from service desk customers.• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.• Apply diagnostic utilities to aid in troubleshooting.• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.• Identify and learn appropriate software and hardware used and supported by the organization.• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.• Install anti-virus software and ensure virus definitions are up-to-date.• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.• Test fixes to ensure problem has been adequately resolved.• Perform post-resolution follow ups to help requests.• Develop help sheets and FAQ lists for end users.• Reinforce SLAs to manage end-user expectations.• Daily checks of Virus scanner, Backup software, Firewall check.