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Job Description
1.Provide excellent customer service, via phone and in person, concerning all aspects of technology provided by the IT department.
2. Record all customer contacts, questions, and problems in the ticketing system including impact and priority.
3. Record problem symptoms and status information in a timely fashion, and communicate internally within the IT department and externally with the customer through resolution.
3. Conduct front line problem determination using documented procedures and available tools.
4. Act as customer advocate/liaison with other supporting staff.
5. Initiate escalation as appropriate to ensure supervisor awareness of problems that are severe in nature or that are exceeding documented targets.
6. Provide status to customers of assigned tickets.
7. Install and configure Laptop and Mobile hardware and software in accordance with published policies.
8. Perform asset management activities of tracking software licenses and desktop usage
9. Conduct deployment and recovery of computer and peripheral equipment as advised by the supervisor.
10. Provide technical project support as necessary.
Skills
Education :
- Degree from a recognized university / college, preferably in Business Administration or IT
Experience :
- 1 to 3 years of experience in the same field.
- Experience in Service Desk, Call Center, IT Help Desk
Knowledge :
- Knowledge of ITIL
- Knowledge of Microsoft Windows 7 or higher
- Knowledge of Microsoft Office 2016 and/or Office 365
- Knowledge of PC Hardware Systems and mobile/smart devices
- Proficient in Arabic and English (speaking and writing)