Amel Hejles

1- Managing the weekly meetings and report to oversee all changes within global Infrastructure to meet Best Practices standards, provided support to global end users on IT issues, Identifies, researches, and resolve technical problems.
2- Business analyst the internal content management systems (Manage the deployment, software’s & operations systems image upgrades, cisco IPT & IPCC configurations, network printers).
3- Review and follow up all pending emails of ITRA.
4- Monitoring SLA for all team tickets via Remedy BMC and tracks the problem to insure a timely resolution.
5- Issue SOPs.
6- Direct responsibility of enterprise users services in Zain headquarter, supporting around 200 users and some remotely support.
7- Escalate issues to my manager.
8- Assist leadership in establishing, planning, documenting, and implementing of policies and procedures to meet organizational structure and vision.
My main achievement that I am mentoring all female section and managing all SLA & pending tickets.

1- Monitoring incidents.
2- Service Desk analyst. (ITIL)
My main achievement was by being part of whose build service desk roles and responsibilities.
As I started with them as a coop trainee then offering me a job to being one of their family and that was very challenged for myself to improving my skills and knowledge.