Installing and configuring computer systems Diagnosing and solving hardware/software faults Logging customer/employee queries Analysing call logs to spot trends and underlying issues
• Field incoming help requests from end users via both telephone and workorders 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 elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to theappropriately 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 askedquestions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported bythe organization.
• Perform hands-on fixes at the desktop level, including installing and upgradingsoftware, implementing file backups, and configuring systems andapplications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position.
Job Details
| Date Posted: | 2016-02-08 |
| Job Location: | Egypt |
| Job Role: | Technology/IT |
| Company Industry: | Information Technology; Computer/Software; Computer/Hardware |
Preferred Candidate
| Career Level: | Entry Level |
| Gender: | Male |
| Nationality: | Egypt |
| Degree: | Bachelor's degree |
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