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Service Desk Engineer (Alexandria)

Alexandria, Egypt
Posted 3 years ago
54Applicants for1 open position
  • 43Viewed
  • 6In Consideration
  • 28Not Selected
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Job Details

Experience Needed:
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Job Description

  • Take calls/tickets during high volume periods.
  • Manage incidents in the Service Desk system.
  • Queue Management.
  • Ensure incidents are routed to the appropriate support team.
  • Evaluate tickets for Trending.
  • Draft Knowledge Base Articles personally or work with engineering leaders for repeat issues.
  • Compile comprehensive and accurate reporting of all resource usage, including project tracking, incident tracking and resolution, status, and management.
  • 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.
  • Other duties as assigned.

Job Requirements

  • A Bachelor’s degree in Computer science/ engineering.
  •  3-5 years of experience.
  •  Good in English.
  •  Knowledge about CCNA, MCSA.
  •  Strong communication skills.
  •  Planning & organizing skills.

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