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 Help-desk is reaching customer satisfaction. He also share C&I team in running projects
-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.
-Build/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 Engineering or Computer Science.
Knowledge and Experience:
•0-2 years’ experience in IT help-desk.
•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
Skills and Abilities:
•Excellent communication Skills.
•Customer Service Skills: Customer satisfaction focused
•High level of English and Arabic, both verbal and written.
•Strong analytical and problem solving skills.
•Ability to learn quickly and to be familiarized with company specific applications.
•Ability to perform several tasks simultaneously.
•Ability to work independently as well as within a team
•Ability to properly document issues with effective descriptions, troubleshooting steps and final resolution