Service Desk L1 Support
Atos -
Cairo, EgyptPosted 5 years ago34Applicants for1 open position
- 6Viewed
- 0In Consideration
- 0Not Selected
Job Details
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Job Description
Main Job Duties:
- Respond to calls/incident tickets from the services desk system, working with end users to perform initial diagnosis and consistently drive incident resolution.
- Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
- Respond to questions from all emails and callers.
- Become familiar with each client and their respective applications.
- Learn fundamental operations of commonly used software, hardware, and other Equipment.
- Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking ticketing system.
- Become familiar with helpdesk policies and services according to ITIL.
- Become familiar with the Systems, Network, Database, and each team in the IT Department.
- Other duties as assigned by the Service Manager.
Job Requirements
- Strong experience troubleshooting, repairing, and supporting the following:
- Windows 7, Windows 10, as well as common end user computing applications (e.g., MS Office, Outlook, VPN, BYOD); Apple (iPad) and other common tablet computing devices;
Printers, monitors, external hard-drives, network interface cards, etc. - Experience tracking and updating tickets in ServiceNow preferred.
- Excellent customer service orientation and verbal communication skills