IT Help Desk Specialist
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Cairo, Egypt
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Job Description
- ● Provide first level contact and convey resolutions to customer issues
- ● Properly escalate unresolved queries to the next level of support
- ● Track, route and redirect problems to correct resources
- ● Update customer data and produce activity reports
- ● Walk customers through problem solving process
- ● Follow up with customers, provide feedback and see problems through to resolution
- ● Utilise excellent customer service skills and exceed customers’ expectations
- ● Ensure proper recording, documentation and closure
- ● Recommended procedure modifications or improvements
- ● Preserve and grow your knowledge of help desk procedures, products and services
Job Requirements
- ● Proven working experience in providing Help Desk support
- ● Proficiency in English
- ● Working knowledge of help desk software, databases and remote control
- ● Strong client-facing and communication skills
- ● Advanced troubleshooting and multi-tasking skills
- ● Customer service orientation
- ● BS degree in Information Technology, Computer Science or equivalent
