Tech Helpdesk Engineer- Intertec Systems, Dubai
Job Description - Roles and Responsibilities
• Receive and record technical and/or application support calls from end users.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.
• Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.
• Provide initial assessment of urgency and business impact on all support calls.
• Manage service requests, software installations, new computer setups, upgrades, etc.
• Record incident resolutions in the Help Desk tool.
• Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.
• Support the following technologies: Microsoft Office 2007 /2010 products – Outlook, Word, Excel, Access, Internet Explorer, Windows XP, Win OS 7,desktops, laptops, printers, networked copiers, NIC’s, basic LAN/WAN connectivity and others as assigned.
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts
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