Category
IT
Publish Date
Thursday 21-12-2023
Country
Egypt
Gender
any
Years Of Experience
6 - 9 Years
Salary
Negotiable
“IT Support Specialist” is required for a Multinational Maritime Transportation company.
Work Location: port said (Onsite)
Responsibilities:
- Address incoming service requests promptly and collaborate with clients for efficient issue resolution.
- Provide friendly support, troubleshoot problems, and assist with software installation and training.
- Utilize the ticketing system for effective management of helpdesk tickets, ensuring accurate logging and timely resolution.
- Implement streamlined tracking methods and maintain up-to-date IT support documentation.
- Escalate tickets based on a predefined matrix and ensure follow-up through the ticket lifecycle.
- Create and maintain documentation for client-related processes.
- Communicate effectively with the IT team, clients, and stakeholders, providing timely updates on ticket status and potential risks.
- Follow schedules, adhere to SOPs, and contribute to innovative changes.
- Generate reports, identify improvement opportunities, and undertake additional duties as required.
- Maintain a Lessons-Learned Log and update the Knowledge Base with troubleshooting details.
Requirements:
- Bachelor's degree in computer science or related field.
- Microsoft (beginner and intermediate administrator) and ITIL foundation certifications are a must.
- 5+ years of hands-on experience leading Service Desk operations.
- Strong grasp of ITIL, especially in Service Operations.
- Passion for delivering exceptional customer service.
- Proven ability to prioritize tasks under pressure.
- Excellent communication skills for various work conditions.
- Proficient in Windows Server, Active Directory, and desktop systems.
- Experience with End-User Devices and networking concepts.
- Familiarity with system monitoring tools and Voice Telephony.
- Knowledge of mainstream mobile platforms (iOS, Android, Windows Phone).
