استخدام IT) Help Desk)

Main Responsibilities:

• Serve as the first contact with customers who need technical assistance via the phone, email, and ticketing system.
• Perform troubleshooting using different diagnostic techniques.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Provide quick resolution and excellent customer service.
• Redirect unresolved issues to the next level of support personnel.
• Keep record of problems and their resolution.
• Provide feedback on processes and make recommendations on areas to improve.
• Maintain technical documentation and service catalog on installation of software, configuration of hardware, and problem troubleshooting.
• Suggest improvements on procedures.

Main Requirement:

• Resolves advanced technical hardware and software issues; provides resolutions to issues. 
• Understanding of Active Directory administration including account unlock, password reset, adding\removing users, OUs, and memberships. 
• Extensive knowledge in software, hardware, network, and peripheral support Over-the-phone remote support, and hands-on. 
• support to resolve technical issues. 
• Tracks all work with detail and precision within the ticketing system.