Service Desk Engineer

Dar Al-Fouad Hospital - 6th Of October, Giza

55
Applicants for
1 open position
3
Seen
2
Shortlisted
Experience Needed:
1 to 3 years
Career Level:
Entry Level
Job Type:
Full Time
Salary:
Confidential
Vacancies:
1 open position
About the Job

Provide 1st line of support to DAF users; support their service request, incident reporting, call recording and follow up. Own call records and maintain Implementation of plans designed to support systems and applications.

  • Receive and log all users calls and complains
  • Provide 1st line resolution timely and efficiently to all users’ reported incidents.
  • Create problem records and follow up and liaison their resolutions
  • Update users regularly for their pending issues while ensuring smooth normal closure.
  • Participate in system testing and acceptance when needed
  • Provide 1st line of support for all users.
  • Perform Systems and Hardware upgrades, maintenance, moving and relocating resources.
  • Responsible of preparing all necessary supplements required to ensure proper operation of a computer environment.
  • Conduct users’ satisfaction surveys regularly and report results back.
  • Perform proper recording and documentation as required.
  • Analyze and follow up all trouble shooting and user’s special requirements received from users.
  • Works closely with systems, network, and application, to ensure 2nd line of support is effective and efficient.
  • Participate in continual improvement activities
  • Performs other related duties as assigned or requested by IT Management.
  • Serving as the first point of contact for customers seeking technical assistance over the phone or email
    Performing remote troubleshooting through diagnostic techniques and pertinent questions
Job Requirements
  • 1 Year Experience in technical Support field
  • B.Sc. Computer Science - B.Sc. Engineering - University
  • ITIL foundation certification is plus.