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Job Description
- Assess, troubleshoot and provide resolution or accurate recommendation to the clients’ support request logged on daily basis.
- Ensure resolution delivery and meet the customer expectations and Service Level Agreement.
- Carry out software installations (e.g. server, workstation, POS and peripherals, etc), software upgrades/updates and basic training as requested by the client with the guidance of fellow team members, team leader, field technician or manager.
- Scheduling remote support and installations.
- Ensure that the Help Desk procedures are followed at all times and meet management expectations.
- Ensure high level of information accuracy is entered into the CRM and other digital repositories. This includes email correspondences to and from the clients, and escalations to the states.
- Provide basic support and mentoring to new and learning staff, when needed.
- Attend all workshops or trainings, when required.
- Maintain high level of professionalism in all forms of communication (direct or indirect) to all clients and colleagues.
- Perform software regression test following specific instructions, when required.
Job Requirements
- 3-5 years of IT Helpdesk experience
- Fluent English is a Must.
- Ability to multitask and maintain accuracy and attention to detail.
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