Senior IT Help Desk Specialist
Cilantro -
Maadi, CairoPosted 2 years ago176Applicants for1 open position
- 87Viewed
- 7In Consideration
- 77Not Selected
Job Details
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Job Description
- Ensures prompt service response through the monitoring and management of the intake of all incidents and support requests through all accepted channels ( phone, email, ticket system/web portal ).
- Create, update, and Close tickets in the Limited time to achieve SLA.
- Determines impact and urgency of an incident and support request in order to determine priority.
- Resolve all tickets within scope through the use of experience, knowledgebase, or peer collaboration.
- Record all outages within the ticketing system and send communications as appropriate.
- Document technical knowledge in the form of notes and manuals
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Provide basic “how-to” training to end-users and Maintain Active Directory data integrity.
- Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.
- Follow up regular upgrades for all devices and applications.
- Follow up with customers and users to ensure complete resolution of issues.
Job Requirements
- Bachelor’s degree of Computer Science, Information Technology and Communications and Electronics or any relevant field
- Experience: 3 to 5 years in the same field.
- Certified CCNA
- Advanced knowledge in Network Troubleshooting & Microsoft office
- Ability to diagnose and resolve basic technical issues
- English Language: Very good writing, Speaking, and reading.
- Excellent communication skills
- Problem-solving and troubleshooting skills.
