IDH Integrated Diagnostics Holdings ( Alborg and Almokhtabar laboratories)
Title: IT Help Desk or IT service Desk
· Serve as the first point of contact for customers seeking technical assistance over the phone or email
· Perform remote troubleshooting through diagnostic techniques and pertinent questions
· Provide first level of support for all Information Technology products and services; support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
· Receive and record technical and/or application support calls from end users.
· Provide initial assessment of urgency and business impact on all support calls.
· Provide investigation, diagnosis, resolution and recovery for hardware/software problems.
· Escalate unsolved issues to second or third level in accordance with Help Desk escalation processes.
· Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
· Records required customer and problem information in the Help Desk Ticketing System.
· Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
· Manage service requests, software installations, new computer setups, upgrades, etc.
· Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.
JOB REQUIREMENTS
· Bachelor of Engineering / Telecommunication/ Computer science
· 1 to 2 years of experience in technical support field
· MCSA is a must
· Network LAN and WAN knowledge is a must
· Linux Knowledge preferred
· Excellent listening and questioning skills, combined with the ability to interact Confidently with clients (Employees) to establish what the problem is and explain the solution.
Rafik.fawzy@alborglab.com
Title: IT Help Desk or IT service Desk
· Serve as the first point of contact for customers seeking technical assistance over the phone or email
· Perform remote troubleshooting through diagnostic techniques and pertinent questions
· Provide first level of support for all Information Technology products and services; support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
· Receive and record technical and/or application support calls from end users.
· Provide initial assessment of urgency and business impact on all support calls.
· Provide investigation, diagnosis, resolution and recovery for hardware/software problems.
· Escalate unsolved issues to second or third level in accordance with Help Desk escalation processes.
· Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
· Records required customer and problem information in the Help Desk Ticketing System.
· Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
· Manage service requests, software installations, new computer setups, upgrades, etc.
· Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.
JOB REQUIREMENTS
· Bachelor of Engineering / Telecommunication/ Computer science
· 1 to 2 years of experience in technical support field
· MCSA is a must
· Network LAN and WAN knowledge is a must
· Linux Knowledge preferred
· Excellent listening and questioning skills, combined with the ability to interact Confidently with clients (Employees) to establish what the problem is and explain the solution.
Rafik.fawzy@alborglab.com
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