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Job Description
Service Desk Handling
- Providing single point of contact for end users regarding IT incident and requests through phone calls, online tickets.
- Receiving, logging all interaction/ incidents and managing calls from internal staff via phone , email, and online tickets .
- Take ownership of users’ interactions/ incidents and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
- Escalating IT services incidents and Requests which cannot be resolved within agreed time scale to the 2nd line of support.
- Following Up on 2nd line of support on daily basis for all pending cases
- Delivering proactive actions to maintain high level of customer satisfaction.
- Providing End user training if required.
- Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Manager
- Participating in team projects that enhance the quality or efficiency of IT support.
- Perform technical troubleshooting and problem resolution including , Printing management ,Telephony, Client computing applications , and User and password management
Job Requirements
- Bachelor’s degree of Computer Engineering/Computer science or its equivalent.
- From 0-3 years of experience
- Good qualifications in Computers / Communication Engineering
- An ITIL qualification
- Good command in English
