IT Help Desk

Company: Sukari Gold Mines –

WebSite: Red Sea, Egypt

Job Description:The individual in this role is responsible for providing comprehensive technical support to end-users, encompassing initial contact, problem identification, and resolution for hardware, software, and application-related issues via various communication channels (chat, email, phone). This includes employing diagnostic techniques and targeted questioning to effectively troubleshoot problems, determine optimal solutions based on user-provided information, and guide end-users through the problem-solving process. Responsibilities also involve implementing corrective actions within established guidelines, escalating complex issues to appropriate technical resources, providing accurate information on IT products and services, and relaying user feedback to relevant internal teams. Furthermore, the role requires monitoring antivirus protection, reporting infections, assigning necessary actions, and offering technical assistance on the deployment, configuration, maintenance, and troubleshooting of computer systems, hardware, and software. Additional duties include resolving user-reported problems within the scope of expertise, maintaining accurate and timely logs of incidents and resolutions in the incident management database, acting as a liaison between employees and the IT Department to ensure accurate problem interpretation, maintaining communication with employees during incident resolution, registering assets in the service desk application (including inventories, acquisition, and disposal of equipment), adhering to IT policies and procedures, monitoring and maintaining printers, digital senders, and photocopiers, resolving incidents across a range of technologies (Windows, printers, VHF radio, handhelds, cables, connectivity), installing and maintaining surveillance systems, analyzing common complaints and problems through reporting, providing computer orientation to new staff, managing the receiving, unpacking, and delivery of goods, restocking items, labeling shelves, and maintaining accurate records of purchases, inventory, and stock counts.

Skills: