IT Service Desk

Mission

This division is responsible of providing the following services:

Issue resolution, respecting emergency level and SLAs,

Frequent issues knowledge base,

Troubleshooter.

The main responsibilities of staff member under this division are:

Single point of contact for users,

Request orchestration, dispatching and monitoring till resolution,

User feedback gathering (for continuous service quality enhancement),

Frequent issues documentation,

Problem management (issue analysis, correlation among issues),

Labs management,

External communication,

SLA definition (in consultancy with AUI community) and compliance.

Staff

Said Benhammou- Service Desk Coordinator

Khalid Lamiri- Service Desk Officer

Nazha Zarwal- Technical Administrator

Lamarti Bayssan- Service Desk Technician

Alla Chrifi- Service Desk Technician

Mounir Karroumi- Service Desk Technician