IT Help Desk Clerk

Wasla Outsourcing - Cairo, Egypt

Applicants for
5 open positions
Experience Needed:
More than 2 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
English, French
5 open positions
About the Job
  • Serve as the first point of contact for customers seeking technical assistance.
  • Provide technical support to customers via Remote Assistance Tools, E-mail, over the phone, or in person.
  • Provide excellent on-the-phone customer service experience for users.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Follow standard help desk procedures and log all help desk interactions, Incidents, Requests and their resolution using the IT Help Desk System.
  • Publishing support documentation to assist staff with requests for information & provide staff training if required
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, etc.
  • Diagnose and resolve desktop faults in a quick and effective manner.
  • Maintain good technical knowledge of the desktop systems software in use in the Afreximbank Service.
  • Install, configure and support desktop equipment and associated software; also undertake equipment moves and changes.
  • Install and maintain desktop clinical systems.
  • To support associated operational equipment, such as mobile devices.
  • Arrange for external technical support where problems cannot be resolved in house
  • Upon request, carry out routine server operational tasks such as checking backup logs, changing and formatting tapes.
  • Upon request to provide support, under instruction, to the Server and Network teams in the resolution of faults and problems.
  • Maintain audit information of the installed asset base through use of the existing IT System
  • Maintain personal knowledge of new product developments in the desktop equipment arena.
  • Test new products for compatibility and suitability.
  • Inform management of recurring problems
  • Identify and suggest possible improvements on procedures
Job Requirements
  • Minimum 2 years of experience working as IT Help Desk or Technical Desktop Support or any related job
  • Degree in a Computer Science related field is preferred.
  • Microsoft Certification MCSA or MCSE is a Plus
  • Cisco Certification CCNA is a plus
  • ITIL Foundation Certification is a plus.
  • Oral and written communication skills (English is a must, French is a plus)
  • Flexible hours, Excels in a team working environment
  • Fast learner, Works well in high pressure environments
  • Strong interpersonal skills, Energetic personality
About this Company

Wasla Outsourcing is a company established in 2003 specialized in outsourcing all company’s related human resources activities as well as Information Technology.
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Industry: Banking
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