IT Help Desk Engineer (Outsourcing)

• Receive end-user calls
• Log the end-user calls through the customer’s internal ticketing system
• Acting as the single point of communication for users & the IT department for all IT-related requests.
• Answer emergency and non-emergency calls and document important information. In addition, dispatch the ticket queue.
• Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
• Coordinating and working closely with all operating teams
• Identify potential problems or outages in a timely manner.
• Address problems and requests by transmitting information or providing solutions
• Providing resolution to level one.
• Alerting management when necessary for high visibility and critical issues.
• Maintaining documentation for all Service Desk and end-user processes and procedures.
• Fielding inquiries/problems and providing updates to all users on the progress and completion of requests.
• Following-up with users and technicians until the issue is resolved.
• Working with all levels of users.
• Creation of service tickets and service requests for technical support staff and create regular issues log analyses

• Faculty of Engineering (computer or communications) is preferable
• 4 years  providing end-user support
• Able to work extended and flexible hours.

Familiar with the following:

• Desktop operating systems, Active Directory, MS SCCM, MS exchange console, print server, and AV console.
• Various software applications and basic hardware for the PC
• Principles of network systems
• MCP Microsoft certified professional
• Basic understanding of electrical safety procedure
• Customer Service oriented in the financial field.
• Ability to be a good listener and to really understand a customer problem or question and help them solve it.