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IT Help Desk Specialist

Pharaonia Pharma
Bourj Alarab, Alexandria
Posted 4 years ago
134Applicants for1 open position
  • 113Viewed
  • 17In Consideration
  • 95Not Selected
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Job Details

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Job Description

  • Installing and configuring computer hardware, software, systems, networks, printers, and scanners
  • Monitoring and maintaining computer systems and networks
  • Responding in a timely manner to service issues and requests
  • Providing technical support across the company (this may be in person or over the phone)
  • Setting up accounts for new users
  • Repairing and replacing equipment as necessary
  • Testing new technology
  • Possibly training more junior staff members
  • Monitor and respond quickly and effectively to requests received through the IT helpdesk
  • Respond to customer queries by phone and email
  • Create step-by-step training material with screenshots for clients
  • Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware
  • Document internal procedures
  • Maintain daily performance of computer systems
  • Ask educated questions and listen to customers to determine the root cause of issues
  • Work through the problem-solving process with customers, empowering them to do the same in the future
  • Run diagnostic problems to resolve problems
  • Clean up computers
  • Train incoming staff
  • Report significant and recurring issues to the tier-2 support team
  • Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
  • Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to the customer to ease in troubleshooting.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and suggest possible improvements on procedures.

Job Requirements

  • Proven experience as a Help Desk Technician or other customer service role.
  • Ability to diagnose and resolve basic computer/technical issues.
  • Excellent communication skills.
  • Keen attention to detail, the memory of patterns, and interest in problem-solving.
  • Good understanding of computer systems, mobile devices, and other tech products.
  • Customer-oriented and cool-tempered.

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