IT Helpdesk Engineer

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