الوصف الوظيفي
Helpdesk Specialist provides fast and useful technical assistance on computer systems as well as answering queries on basic technical issues and offer advice to solve them.An excellent Helpdesk Specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. ResponsibilitiesServe as the first point of contact for end users seeking technical assistance over the phone, ticketing system, and emails.Perform remote troubleshooting through diagnostic techniques and pertinent questionsExperience in supporting end users on a corporate network; specifically support involving Switches, Subnets, Routers, VLANs, 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 usersWalk the customer through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in logsFollow-up and update end user’s status and informationPass on any feedback or suggestions by customers to the appropriate internal teamIdentify and suggest possible improvements in proceduresManage 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 faultsManaging and troubleshooting any end-user equipment printers, scanners and VCResponsible to track assets and document the detailsFollows and implements the company’s data security rules Requirements and Qualifications BSc/BA in IT, Computer Science or relevant field or equivalent years of hands-on experienceYears of experience at least 3 yearsAbove average knowledge of networking protocols, especially TCP/IP. Proven experience as a help desk specialist or other customer support roleTech savvy with working knowledge of office automation products, databases and remote controlGood understanding of computer systems, mobile devices and other tech productsGood knowledge of Microsoft Excel, Word and PowerPointAbility to diagnose and resolve basic technical issuesProficiency in EnglishHaving a good knowledge of CompTIA A+ITIL Foundation.Microsoft Certified Solutions Associate on Windows 10. Excellent communication skills at all levels in the companyManaging PrioritiesEnd user-oriented and cool-tempered
