IT Helpdesk Support

Job Description

Experienced Desktop Support-Work Expectations and Dulles
Experienced Desktop Support is responsible of providing on site Desktop supports. Desktop support has the required technical experience to resolve competently all desktop related technical issues and related IT technologies and to provide advanced technical knowledge required for the resolution of difficult technical Issues and testing and implementing new technologies.
Services:
Desktop support's main duty is to provide onsite users with desktop,
laptop and related IT technologies support. Services Include but are not limited to.
Accepting end user requests and ensuring that they are property logged, classified. assigned and prioritized.
Ensuring that IT technical issues are property and effectively addressed and resolved using established guidelines, standards and service level targets.
Fulfilling routine requests which Include setup and configuration of computers and applications.
Competently Interacting with end users, application, systems, network teams and different technical teams to resolve problems.
Contributing to the continuous improvement of relevant technologies and processes.
In addition, the experience desktop support is to provide advanced technical expertise to resolve challenging technical issues. test new technologies. and suggest improvement to technical tools and procedures with the aim of improving the technical quality and speed of issue resolution.
These activities Include but are not limited to.
Plays key role in Window's image management and software deployment processes.
Researching the root cause of incidents and implementing recommended solutions.
Competently interacting with end users, application. systems and different technical teams throughout problem management life cycle (root caus. idenl1of cation, solution recommendation and testing, implementation and verification).
Keeping abreast of new technologies/tools, participate in its testing, and implementation plan.
Provide technical training and coaching to other team members.
Soft Skills:
Able to meet commitments consistently.
Understand and own the user's needs.
Understand role, team, organization, policies, procedures, technologies, boundaries and business objectives to performing the best manner to deliver excellence.
Fluency in communicating in Arabic is plus.
Technical Skills:
Minimum 5 years of experience in providing technical support for a medium organization (500 users or above).
Used an ITIL based Service Desk Tool s a must.
Graduate/Diploma of computer science or technical IT field.
ITIL Foundation certification a must.
Have relevant technical certifications A+, MCDST)
Operated in a professional call center is a must.
Has worked in an ITIL-based service desk operation in a similar role and with a proven record of achieving excellent support delivery KPls.
Excellent technical experience in Microsoft Desktop technologies OS, IE, Office, Outlook).
Experience in troubleshooting hardware issues and replacing
Experience troubleshooting network, software, printing, phone, and hardware on both desktop and laptop PDA problems.
Good understanding key IT technologies Internet. Intranet, Telephony, Networks. Enterprise Applications, etc.) _
Advanced technical experience in Microsoft Desktop Platform, Image Management Tools, Software Deployment, and Advanced OS Troubleshooting.

Job Details

Employment Types:

Full time

Industry:

IT / Computers – Hardware & Networking , IT / Computers – Software

Function:

IT

Roles:

Software Engineer / Programmer

Skills:

Itil Certified

Education:

Master's Degree

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