Job Details
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Job Description
Job description :
Scope of the Job:
- He is the first contact for all end users IT requests, solve end-users incidents, set-up new computers, repair hardware and make sure that the Help-desk is reaching customer satisfaction. He also share C&I team in running projects
Job Responsibilities
Functional Responsibilities:
- Resolve level 1 incidents for ABC IT users.
- Interact with users via telephone and email in English and Arabic.
- Log all calls in descriptive way for all tickets.
- Identify, evaluate, and prioritize end-user problems and complaints.
- Analyze problems and formulate plans of resolution by utilizing available technical resources to solve end-user problems.
- Make sure all end users functionality are continuously running properties including periodic auditing.
- Escalate level 2 and 3 tickets to respective groups.
- Escalate unresolved calls to appropriate support specialist.
- Build/configure new desktops and laptops based on a preset schedule.
- Set-up software standard images.
- Use Heineken IT Service Management process and tools.
- Repair Hardware; main focus computers and printers.
- Proactive visits to ABC remote sites for IT Maintenance.
Job Requirements
Education, Certifications and Licenses:
- University degree in Engineering or Computer Science.
Knowledge and Experience:
- 0-2 years’ experience in IT help-desk.
- Good understanding for computer hardware.
- Working knowledge of MS Windows XP/7, Internet Explorer, MS office, Lotus Notes / MS Exchange, anti-virus technologies.
- Sound knowledge of general networking concepts
Skills and Abilities:
- Excellent communication Skills.
- Customer Service Skills: Customer satisfaction focused
- High level of English and Arabic, both verbal and written.
- Strong analytical and problem solving skills.
- Ability to learn quickly and to be familiarized with company specific applications.
- Ability to perform several tasks simultaneously.
- Ability to work independently as well as within a team
- Ability to properly document issues with effective descriptions, troubleshooting steps and final resolution
