IT Helpdesk Engineer
Job Description
Scope of the Job
He is the first contact for all end users IT requests, solve end-users incidents, set-up new computers, repair hardware and make sure that the Helpdesk is reaching customer satisfaction. He also share C&I team in running projects Job Responsibilities
Functional Responsibilities:
Resolve level 1 incidents for ABC IT users
Interact with users via telephone and email in English and Arabic
Log all calls in descriptive way for all tickets.
Identify, evaluate, and prioritize end-user problems and complaints
Analyze problems and formulate plans of resolution by utilizing available technical resources to solve end-user problems
Make sure all end users functionality are continuously running properties including periodic auditing.
Escalate level 2 and 3 tickets to respective groups: Escalate unresolved calls to appropriate support specialist B-uild/configure new desktops and laptops based on a preset schedule
Set-up software standard images
Use Heineken IT Service Management process and tools
Repair Hardware; main focus computers and printers
Proactive visits to ABC remote sites for IT Maintenance
Education, Certifications and Licenses:
University degree in Computer / Communication Engineering or Computer Science
Knowledge and Experience:
0-2 years’ experience in IT helpdesk
Good understanding for computer hardware
Working knowledge of MS Windows XP/7, Internet Explorer, MS office, Lotus Notes / MS Exchange, anti-virus technologies.
Sound knowledge of general networking concepts
He is the first contact for all end users IT requests, solve end-users incidents, set-up new computers, repair hardware and make sure that the Helpdesk is reaching customer satisfaction. He also share C&I team in running projects Job Responsibilities
Functional Responsibilities:
Resolve level 1 incidents for ABC IT users
Interact with users via telephone and email in English and Arabic
Log all calls in descriptive way for all tickets.
Identify, evaluate, and prioritize end-user problems and complaints
Analyze problems and formulate plans of resolution by utilizing available technical resources to solve end-user problems
Make sure all end users functionality are continuously running properties including periodic auditing.
Escalate level 2 and 3 tickets to respective groups: Escalate unresolved calls to appropriate support specialist B-uild/configure new desktops and laptops based on a preset schedule
Set-up software standard images
Use Heineken IT Service Management process and tools
Repair Hardware; main focus computers and printers
Proactive visits to ABC remote sites for IT Maintenance
Education, Certifications and Licenses:
University degree in Computer / Communication Engineering or Computer Science
Knowledge and Experience:
0-2 years’ experience in IT helpdesk
Good understanding for computer hardware
Working knowledge of MS Windows XP/7, Internet Explorer, MS office, Lotus Notes / MS Exchange, anti-virus technologies.
Sound knowledge of general networking concepts
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Job Summary
- Date Posted : 6 years ago
- Job Type : Full Time
- Location : Egypt, Egypt
About company
- Company Name : Al Ahram Beverages Company
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