نديم هيبه

Dedicated IT Support Specialist with experience +10 years at the Ministry of Finance in first-line technical support, incident management, system monitoring, and end-user assistance. Skilled in troubleshooting hardware, software, network, and application issues while maintaining high customer service standards. Experienced in ticket lifecycle management, SLA compliance, issue escalation, and coordination with technical support teams to ensure service availability and business continuity.

Service Desk Analyst at Ebttikar Technology Company (2016 – 2020)

Manage service project, Ministry of Finance

• Managed support tickets using ITSM tools such as ServiceNow, Jira Service Management, or BMC Remedy.
• Monitored system alerts and responded to incidents in accordance with operational procedures.
• Performed initial diagnosis and troubleshooting of application and network-related issues.
• Communicated service status updates and outage notifications to users and stakeholders.
• Ensured compliance with incident response procedures and escalation matrices.
• Generated daily and weekly support reports for management review.

Senior Analyst Service Desk Support Engineer at HCLTech Company (2020 – Present)

Manage service project, Ministry of Finance. Participated in shift-based monitoring and operational support activities

• Provided first-level technical support to users through phone, email, and ticketing systems.
• Monitored business-critical applications and infrastructure to identify incidents and service degradation.
• Logged, categorized, prioritized, and tracked incidents according to established SLAs.
• Resolved common hardware, software, and application issues while maintaining high customer satisfaction.
• Escalated complex incidents to Level 2 and Level 3 support teams and followed up until resolution.
• Assisted users with account management, password resets, and access-related issues.
• Maintained detailed records of incidents, resolutions, and support activities.

Computer Science diploma in Computer Science