IT Service Desk Representative
Egypt - Cairo • Posted 9 months ago
● Receive and handle user requests and complaints
• Respond to requests for technical assistance in person, via phone or electronically
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise users on appropriate action
• Follow standard help desk procedures
• Install, configure and set-up new HW according to agreed standard
• Routine maintenance of the HW and SW according to agreed plans.
● Log all help desk interactions
• Administer help desk software
• Escalate unresolved issues to Senior Service Desk Representative or team leader.
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity reports
● Stay current with system information, changes and updates
● Perform routine maintenance of the HW and SW according to agreed plans. Prepare and send HW to vendors or service partners and follow-up on them until received back.
● Maintain the data for HW & SW inventory
● Perform HW maintenance and transfers requests
● Provide on-the-job training to new staff and users
Desired Candidate Description
● Team Leadership