Job Role
Service desk Representative provides HW and SW first and second level support as well as technical and professional guidance to local and remote users in more than one site in and outside of Egypt. He or she delivers consistent, high quality, friendly support with outstanding customer service, satisfaction, and timeliness according to agreed SLA.
Job Responsibilities:
· Responsible for the first level support of customers and distributors in the region by responding to their requests and resolving their issues in a timely manner.· Respond to requests for technical assistance via logged tickets, emails, or phones.· Research customers inquiries and questions using available information resources and advise customers on best practice and actions.· Follow standard help desk process and procedures.· Diagnose remotely and provide basic troubleshooting of the issue reported.· Collect the needed data from the customer to troubleshoot the issue.· Proven experience as a help desk technician or other customer support role.· Handling appropriate escalations in a timely fashion.· Discover, diagnose, and triage user’s problems effectively and efficiently.· Assist with maintaining the inventory of computer assets and software licenses.· Good understanding of computer systems, mobile devices, and other tech products.· Ability to diagnose and resolve basic technical issues.· Supporting end users on a corporate network.· Understand service management and working with the ticking systems.· Advise users on appropriate course of action· Monitor issues from start to resolution· Escalate, if needed, unresolved problems to a higher level of support· Provide essential online security advice and support
Education:
Bachelor’s Degree in information technology or Computer Science
Required Qualifications & Skills Minimum Experience:Years of experience 1 – 3MS Windows 8.1 & 10. MS Office Suite and Internet Explorer (IE) Communication protocols: TCP/IP, LAN, WAN, ADSL, VPN, etc. Troubleshooting HW & SW problems. Working knowledge of business English in word and writing.

Job specific Skills:
Very good interpersonal and communication skills,Customer oriented (show a service attitude),Problem analysis & solving skills,Reliable and quality oriented,Self-initiative and Team player,Flexible and can work overtime or out of regular working hours. End User Oriented and Cool-tempered Good understanding of computer systems, mobile devices, and other tech products. Real experience with ticket and service management systems. Understand service management and working with the ticking systems. Above average knowledge of networking protocols, especially TCP/IP