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Help Desk Specialist

Shoura Chemicals
Giza, Egypt
Posted 10 months ago
235Applicants for1 open position
  • 14Viewed
  • 0In Consideration
  • 1Not Selected
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Job Details

Experience Needed:
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Skills And Tools:

Job Description

  • Monitor the phone queue and answer inbound phone calls.
  • Track maintenance schedule of Windows Updates to confirm the updates are being completed on a regular basis. Send out email notifications as needed.
  • Send email notifications at the end of the day for the cases that are left in the unassigned queue.
  • Assist with scheduling appointments (training, upgrade, troubleshooting) and schedule upgrades for Crestline.
  • Audit module license counts, and products registered and take steps to resolve discrepancies.
  • Setup applications on client workstations.
  • Monitor email alerts for failed backups and resource issues.
  • Setup new users in customer knowledge base.
  • Take calls/tickets during high volume periods.
  • Manage incidents in the Service  Desk system.
  • Ensure incidents are routed to the appropriate support team.
  • Evaluate tickets for Trending.
  • Provide users with (IT) services through a service desk function.
  • Develop and maintain incident resolution database and work constantly to improve the incident resolution process.
  • Communicate to users any changes impacting their equipment and software.
  • Establish and maintain an information resource library to include software, systems documentation, periodicals,  and report management systems.
  • Assist Service Desk staff with more difficult  incidents, referring incidents to the appropriate support team.
  • Manage Knowledge, Management process
  • Other duties as assigned.

Job Requirements

  • Excellent communication skills
  • Good understanding of computer systems, mobile devices and other tech products
  • A + Certificate.
  • N + Certificate

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