Iman Hedayat

Background

About Iman Hedayat

Currently identifying the user expectations with regards to the design, needs, implementation, delivery and management of information and information technology services and solutions offered on campus. • Analysis of relevant stakeholders’ requirements and re-defining new experiences by drawing them as business processes and integrating the required steps/rules with the user perspective. • Main contact and communication with all stakeholders and other participants to ensure conformance with requirements of each project(s) and user expectations. • Interview different stakeholders to identify their needs, requirements, and challenges with respect to information and information technology deployment and access. Conduct surveys through interacting with staff, faculty and students as needed. • Documenting and distribute all requirements prior to any user engagement in different projects and initiatives. With 20+ years of experience in higher education IT services at the American University in Cairo, and a with a proven track record of managing the IT help desk team and monitoring the quality of user support service by initiating a one-stop-shop for troubleshooting and support with software, hardware and account services; while ensuring customer satisfaction is being met at all times and tickets being resolved in a timely fashion. This enabled me to conduct the best practice with more channels in developing communication planning between help desk and IT personnel addressing the whole AUC community; and enriching my exposure with the different functions, as well as understanding their needs and providing them with solutions to their problems. This gave me an edge in dealing with all stakeholders on the newly initiated designed processes.