IT Helpdesk

Job Description

Work days:Saturday to Thursday

Work time:8:00AM to 4:00 PM

Sites location:Obour city & October city (industrial zone)

• Acting as the single point of communication for users & the IT department for all IT related requests
• Answer emergency and non-emergency calls and document important information. In addition, dispatch ticket queue.
• Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
• Coordinating and working closely with all operating teams creating a better user experience.
• Able to identify potential problems or outages in a timely manner.
• Address problems and requests by transmitting information or providing solutions
• Providing resolution to level one.
• Alerting management when necessary for high visibility and critical issues.
• Maintaining documentation for all Service Desk and end user processes and procedures.
• Fielding inquiries/problems and providing updates to all users on progress and completion of requests.
• Following-up with users and technician until issue is resolved.
• Working with all level of users.
• Creation of service tickets and service request for technical support staff. create regular issues log analyses.
• Reporting to Helpdesk team leader or HW & operation Manager.

Job Requirements

• 2-3 years’ experience in IT Service Desk for phone support
• Must have proven experience with, Windows 10 and MS Office 2016.
• Experience in using ticketing systems with the added benefit of experience with the reporting module.
• Must possess excellent interpersonal and customer service skills.
• Must possess strong written and verbal communication skills & great attention to detail.
• Must be able to manage time effectively.