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Job Description
- Supervise help desk support staff’s daily activities ensuring timely and professional delivery of technical support for calls on network problems, computers, core software products, and related hardware peripherals.
- Train help desk staff on areas of responsibility, new technology, and support procedures. Ensure help desk staff provides consistent, high-quality, and professional service, including communication and telephone skills.
- Monitor help desk activities and respond to inquiries; provide technical troubleshooting, determine the type of request, diagnose and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed.
- Provides IT support for desktops, printers, peripherals, telephone systems, and cellular devices.
- Installation for all new devices and application for external/ internal projects.
- Identifies, manage and resolve issues in a timely manner.
- Follow up regular upgrades for all devices and applications.
- Organize and file documentation pertaining to warranties and instructional guides for computer hardware.
- Update the user access for given IT applications for new and current employees.
- Provide management reports on help desk operations and issues, including recommendations for areas of service or technology improvements.
Job Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 3+ years solid experience.
- Experience in IT fields, Managing Service desk and Technical support and network solution.
- Customer and End-user Oriented
- Service Delivery Excellence and SLA Compliance
- Strong Communication skills
- Problem solving and troubleshooting skills
- Specific Designations, Certifications, Licenses
- ITIL, CISCO & MICROSOFT Certifications
- Very Good command of English language.
- Job located in Alexandria.
