Follow-up on the ticketing system through recording, handling and
updating the status of any requests received on the ticketing system or emails
or phone calls through:
- Responding to requests for technical
assistance in person, via phone, chat or email
- Diagnosing and resolving first line technical
hardware and software issues
- Researching questions using available
information resources
- Advising user on appropriate action
- Following standard help desk procedures
- Logging all help desk interactions
- Administer help desk software
- Follow-up with customers and users to ensure
complete resolution of issues
- Redirect problems to correct resource
The above-mentioned responsibilities include
the following tasks:
- Computers and laptops Hardware and Software
set-ups.
- Ensure that employees working remotely have
the needed access on the network and can perform their work smoothly
- Creating new users and assigning to them all
necessary relevant access.
- Receive and deliver users the IT equipment.
- Identify and escalate situations requiring
urgent attention
- Track and route problems and requests and documents
resolutions
RequirementsMinimum academic and professional qualifications:
BSc. of Engineering / Computer Science or other relevant degrees
Experience:
1-3 years of
experience in Help / Service Desk
Working knowledge of fundamental
operations of relevant software, hardware and other equipment
experience researching, analysing and
interpreting automated system problems
Knowledge and experience of customer
service practices
Related experience and training in
troubleshooting and providing help desk support
Technical Specifications:
Windows 8 – Windows 10 Office 2010 – Office
2013 - Office 2016 Computer Maintenance
Working Condition:
100% inside
the company and its Sites
