IT Helpdesk Specialist

IVAS -
Giza, EgyptPosted 7 years ago

246Applicants for1 open position

Job Details

Experience Needed:

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Main Duties:

Resolve level 1 incidents for users.
Interact with users via telephone, email and ticket system.
Log all New Incidents 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 is continuously running properties including periodic auditing.
Escalate level 2 and 3 tickets to respective groups.
Escalate unresolved issue to appropriate support specialist.
Build/configure new desktops and laptops based on a preset schedule.
Set-up software standard images.
Repair Hardware; main focus computers and printers.

Good understanding for computer hardware.
Familiar work with windows server 2012
Working knowledge of MS Windows 7,8 and 10, MS office, anti-virus technologies.
Sound knowledge of general networking concepts
Sophos Firewall knowledge (Preferred)
Kaspersky End Point Protection (Preferred)
Knowledge of MS office 365 (Preferred)
Acronis Backup knowledge for backup (Preferred)
0-2 years’ experience in IT help-desk.
Excellent communication Skills.
Customer Service Skills: Customer satisfaction focused
Good 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