Company Name : Tech-Hub

IT Helpdesk

About the Job

Work days: Saturday to Thursday

Work time: 8:00AM to 4:00 PM

Sites location: Obour city & October city (industrial zone)

  • Acting as the single point of communication for users & the IT department for all IT related requests
  • Answer emergency and non-emergency calls and document important information. In addition, dispatch ticket queue.
  • Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
  • Coordinating and working closely with all operating teams creating a better user experience.
  • Able to identify potential problems or outages in a timely manner.
  • Address problems and requests by transmitting information or providing solutions
  • Providing resolution to level one.
  • Alerting management when necessary for high visibility and critical issues.
  • Maintaining documentation for all Service Desk and end user processes and procedures.
  • Fielding inquiries/problems and providing updates to all users on progress and completion of requests.
  • Following-up with users and technician until issue is resolved.
  • Working with all level of users.
  • Creation of service tickets and service request for technical support staff. create regular issues log analyses.
  • Reporting to Helpdesk team leader or HW & operation Manager.

Job Requirements

  • 2-3 years’ experience in IT Service Desk for phone support
  • Must have proven experience with, Windows 10 and MS Office 2016.
  • Experience in using ticketing systems with the added benefit of experience with the reporting module.
  • Must possess excellent interpersonal and customer service skills.
  • Must possess strong written and verbal communication skills & great attention to detail.
  • Must be able to manage time effectively.

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