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أخصائي حاسب ألي IT Help Desk Specialist دوام كامل

About the Job
  • Telephone support and/or shift hours mandatory
  • Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool.
  • Respond to all escalations on a timely manner in line with the Incident Handling Policy.
  • Provide updates to the customers per the Incident Handling guidelines.
  • Updates include managing updates notifications, Email and Telephone communication.
  • Diagnose incidents utilizing administration tools or remote control utilities to troubleshoot PC, operating system or system incidents
  • Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
  • Perform technical escalations in line with Incident Handling policy
  • Ensure incidents are routed to the proper next level/organization as part of the incident management process
  • Liaise with other relevant departments e.g. Office IT, Infrastructure, Security, Data Center, etc. to ensure all incidents are managed properly
  • Maintain a good degree of technical knowledge of all Orange Business Services IT services and applications.
  • Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.
  • To resolve by himself/herself most of the incidents relevant to the scope of expertise.
  • Undertake any other reasonable task as assigned
Job Requirements
  • Customer Service orientated, customer focused with good customer service skills.
  • Ability to multitask Good PC troubleshooting background Good troubleshooting logic to isolate the fault.
  • Years of experience Required: 0–3 years
  • Engineering major is a must
  • At least one formal technical qualification related to Office IT, infrastructure, OS, Data Base
  • Fluent in spoken and written English and French is a plus
  • Team work, Simplicity, Agility, Flexibility, Adaptability, result driven and Autonomous
  • Good communication skills and multi culture understanding
  • Prioritization and time management