Senior Help-desk Engineer

ITIDA -
6th of October, GizaPosted 6 years ago

143Applicants for1 open position

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Responsible for providing Reports on SLA compliance, Service Desk Metrics and IT assets.
Responsible for ensuring the smooth day-to-day running of the IT Service Desk.
Responsible for ensuring IT Service Desk staff coverage, call levels and SLA compliance.
Initial escalation point for all user requests.
Carry out first line support for all aspects of the Commission’s IT infrastructure on all sites in person, on the phone and via remote connection.
Carry out faultfinding and problem solving on software and hardware issues and passes more complex faults and requests to the IT Operations Manager (Services) or other relevant resources.
Monitor and check backups and backup routines to provide security of the data held.
Ensure systems are kept up to date with patches and antivirus updates
Check spam logs and relevant notifications where required.
Responsible for maintaining the IT Asset Database.
Provides support to the IT Operations Manager (Services).
Represents the department where required.
Responsible for following established IT processes and supporting new ones.

Excellent attitude, great phone etiquette.
Team player with the ability to motivate and educate other team members.
Ability to demonstrate clear & confident communication skills both written and verbal.
Ability to deal with problems and technical issues in a friendly, calm and reassuring manner.
Excellent problem-solving ability.
A proactive thinker who encompasses the “bigger picture”.
Passion for IT and technology, and a drive to help customers take advantage of new solutions.
Ability to multi-task, priorities and escalate accordingly.
Self-motivated.
Ability to learn new skills quickly.
The initiative and reliability to work unsupervised on many occasions.