Service Desk Specialist

B.TECH -
Nasr City, CairoPosted 3 years ago

97Applicants for1 open position

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Ensure all requests /issues came through ITSM/Ticketing tool.
o Ensure all requests /issues Solved within Approved SLA/OLA.
o Ensure each user has a functional computer and/or any additional specialized equipment to ensure fulfillment of business requirements and customer satisfaction.
o Provide 2nd Level of support for Users
o Analyze and Escalate Issues to the concerned team
o Install, test and configure new workstations, peripheral equipment and software to ensure fulfillment of business requirements.
o Maintain inventory of all equipment, software to fulfill customer requests on the determined time.
o Perform timely workstation hardware and software upgrades as required and maintains strict controls on data/system backups and recoverability to ensure security of data.
o Respond to user’s inquiries and services requests regarding computer software or hardware to ensure proper work.
o Keeping customers informed on request status and progress till closure to ensure customer satisfaction.
o Provide first level contact and convey resolutions to solve customer issues.
o May participate in Technology projects.

Bachelor degree in, Computer Science, Information technology or any of its equivalent
Certifications in Microsoft/Cisco/VMware technologies.
Years of Experience from 1 to 3
Must have technical knowledge of core Microsoft technologies /HW
Must have technical knowledge of Roll out activities