Job Details:
Functional Responsibilities:
*.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 problem
*.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
Qualifications:
Education, Certifications and Licenses:
*.University degree in Engineering or Computer Science
Knowledge and Experience:
*.0-2 years’ experience in IT helpdesk
*.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...
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