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Job Description
Service desk Representative provides HW and SW first and second level support as well as technical and professional guidance to local and remote users in more than one site in and outside of Egypt.
He or she delivers consistent, high quality, friendly support with outstanding customer service, satisfaction, and timeliness according to agreed SLA.
- Responsible for the first level support of customers and distributors in the region by responding to their requests and resolving their issues in a timely manner.
- Respond to requests for technical assistance via logged tickets, emails, or phones.
- Research customers inquiries and questions using available information resources and advise customers on best practice and actions.
- Follow standard help desk process and procedures.
- Diagnose remotely and provide basic troubleshooting of the issue reported.
- Collect the needed data from the customer to troubleshoot the issue.
- Proven experience as a help desk technician or other customer support role.
- Handling appropriate escalations in a timely fashion.
- Discover, diagnose, and triage user’s problems effectively and efficiently.
- Assist with maintaining the inventory of computer assets and software licenses.
- Supporting end users on a corporate network.
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to a higher level of support
- Provide essential online security advice and support
Job Requirements
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Understand service management and working with the ticking systems.
