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IT Help Desk Agent

GlobeMed Egypt
Maadi, Cairo
Posted 3 years ago
252Applicants for1 open position
  • 64Viewed
  • 10In Consideration
  • 25Not Selected
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Job Details

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Job Description

  • Serve as the first point of contact for end users seeking technical assistance over the phone or email.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Experience in supporting end users on a corporate network; specifically support involving Switches, Subnets, Routers, VLAN's, DNS, Network Shares, Network Storage, File/Print services, Directory Services, Etc. is preferred.
  • Determine the best solution based on the issue and details provided by end users.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update end users status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and suggest possible improvements in procedures.
  • Manage PC setup and deployment for new employees using standard hardware, images and software.
  • Perform timely workstation hardware and software upgrades as required.
  • Diagnosing and solving hardware/software faults.
  • Managing and troubleshooting any end-user equipment printers, scanner and VC.

Job Requirements

  • BSc/BA in IT, Computer Science, or relevant field.
  • Excellent communication skills.
  • Proven experience as a help desk or other Technical support role.
  • Solid background on cloud computing.
  • Ability to diagnose and resolve basic technical issues.
  • Good understanding of computer systems, mobile devices, and other tech products.

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