Fady Wageeh William

Technical supportFull Time

• Job Details: Ensure proper computer operations so that end users can accomplish organizational tasks  Receiving, prioritizing, documenting and actively resolving end user help requests.  Problem resolution may involve the use of diagnostics and help request tracking tools, as well as initiating tickets for unresolved problems.  Evaluate documented resolutions and analyze trends for ways to prevent future problems.  Field incoming help requests from end users via both telephone and work orders in a courteous manner.  Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.  Build rapport and eslicit problem details from help desk customers.  Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.  Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.  Apply diagnostic utilities to aid in troubleshooting.  Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.  Identify and learn appropriate software and hardware used and supported by the organization.