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Job Description
- Field incoming help requests from end users via both telephone and work orders in a courteous manner.
- Document all pertinent end user identification information including name, department, contact information and nature of problem or issue.
- Priorities and scheduling problems, escalate problems (when required) to the related department.
- Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and action taken through to the final resolution.
- Apply diagnostic utilizes to aid in troubleshooting.
- Access software updates, drivers, knowledge bases and frequently asked questions resources on the internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software , implementing file backups and configuring systems and applications.
- Test fixes to ensure problem has been adequately resolved.
- Perform post resolution follow up to help requests.
- Develop help sheets and knowledge base articles for end users.
- Perform related duties consistent with the scope and intent of the position.
- Handle all technical issues in a timely manner.
- Escalate complex IT issues to relevant help desk.
- Understand , support problems, analyze problem data and determine appropriate solutions.
- Plan and complete daily assigned tasks within deadlines.
- Maintain confidentiality and security of company documents and customers.
- Report system downtime and performance issues to managers.
- Ensure to follow standard operating procedures and meet service level agreements.
- Install, configure, and maintain software and hardware systems.
Job Requirements
- Computer science graduates or any equivalent diploma.
- 1-3 years of work experience in the same field.
- Knowledge of basic computer hardware.
- Experience with desktop operating systems including Windows XP, Win7, Win 8.1 and Win 10.
- Linux and MAC OS.
- Extensive application support experience.
- Working knowledge of a range of diagnostic utilities.
- Good understanding of the organization's goals and objectives.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills with a focus on rapport-building, listening and questioning skills.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail and strong documentation skills.
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