The position will require the individual to answer technical questions and accurately record a detailed description of the problem at hand. The Helpdesk Agent will also be responsible for tracking the incident from creation until completion to ensure that the incident has been resolved correctly. In the case that the Help Desk Agent is not able to provide a solution to the problem, she/he will be required to escalate it to the proper group or organization. Help Desk Specialist I is responsible for Customer Satisfaction through the effective handling of incidents. This opportunity gives an opportunity to work in a dynamic environment coupled with training and substantial growth potential. The environment is a 24X7 challenging environment with many opportunities to support the customer. \xef\x82\xa7 The Help Desk Agent will provide telephone support for the University functions such as Information system in a volatile education and research environment. \xef\x82\xa7 Receiving, classifying, registering, monitoring, prioritizing, escalating and following up as a first point of contact on requests for technical assistance from users. \xef\x82\xa7 Provide users with first-level support and advice on standard requests Solving minor technical hardware and software issues Assisting to the preparation, deployment, maintenance and change of hardware and software in accordance with existing procedures. \xef\x82\xa7 Assisting in the creation and management of user accounts and access permissions in accordance with existing procedures. Monitoring availability of services and following up on events reported by the monitoring system. \xef\x82\xa7 In depth customer management to increases customer satisfaction. \xef\x82\xa7 Assist with desktop operating systems, Email, MS Office, many different purpose hardware, and Remote Access. \xef\x82\xa7 Assess and solve difficult remote site issues over the telephone & Live Chat \xef\x82\xa7 Provide quick and accurate answers to the user community in regards to system, escalation and correct documentation related problems/requests. \xef\x82\xa7 Rely on experience and judgment to plan and accomplish goals. \xef\x82\xa7 Act as a liaison between customers and technical teams. \xef\x82\xa7 Perform a variety of complicated tasks. \xef\x82\xa7 Work on shift basis within helpdesk working hour and able to work for extended hours if required. \xef\x82\xa7 Responsible to adhere with all information security policies and procedures of the University. \xef\x82\xa7 Other duties as assigned.

Minimum Qualifacation

\xef\x82\xa7 Bachelor Degree in IT related field \xef\x82\xa7 Should have at least current 5 years of experience providing telephone and remote technical support \xef\x82\xa7 At least 5 year of experience using incident tracking software or ITSM Systems such as Mange Engine, Service Now, etc. \xef\x82\xa7 At least 5 year of experience in a high call volume environment At least 5 year of experience handling concurrent or multiple tasks efficiently

Preferred Qualifacation

\xef\x82\xa7 Good balance between customer service, technical skills, positive attitude and willingness to learn. \xef\x82\xa7 The ability to exercise appropriate judgment when assessing the needs of the client \xef\x82\xa7 Ability to determine the resolution best suited for each situation \xef\x82\xa7 Experience with Microsoft Operating Systems and Productivity tools \xef\x82\xa7 Basic understanding of customer Access, Applications, Customer Service, Desktop, network. \xef\x82\xa7 Ability and willingness to work in a demanding organization \xef\x82\xa7 Knowledge of the ITIL methodology \xef\x82\xa7 Typing skills of 50-60 WPM (preferred) \xef\x82\xa7 Aggressive learner, soft personal attitude, service organization intellectual capability and team/collaborative mentality are none negotiable requirements. \xef\x82\xa7 Strong analytical ability to resolve complex issues in addition to effective communication. \xef\x82\xa7 Ability to work both independently (with minimal supervision) as well as part of a team environment. \xef\x82\xa7 Ability to follow direction and meet deadlines as required. \xef\x82\xa7 Ability in meeting end user requirements and in providing high quality customer service. \xef\x82\xa7 Ability to prioritize and organize your own schedule. \xef\x82\xa7 Strong oral and written communication skills in English and Arabic

Close Date

30/04/2024