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Sr. Helpdesk Officer
Job Description
Computer Science or Related IT
- Answer customer’s calls raised to Hikma’s call center & Serve as the first point of contact for customers seeking technical assistance over the phone, email, or onsite visits
- Register incidents and service requests, track updates and follow up until completion
- Perform onsite/remote troubleshooting through diagnostic techniques
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions are taken through to the final resolution
- Setup Cisco desk phones, audio conference phones and video endpoint devices. Troubleshoot connectivity problems
- Setting up profiles, emails, and assigning access to Hikma’s systems for new employees and assisting in all password-related issues
- Work closely with any new projects if instructed
- Support audiovisual systems in conference and multi-purpose rooms for scheduled meetings and events
- Inform management of recurring incidents and problems to identify permanent fixes
- Pass on any feedback or suggestions by customers to the helpdesk team lead
- Identify and suggest possible improvements in procedures, resources and technologies
- Setup and configure workstations
- Ensure effective customer communication, and service delivery
- Escalate problems to the 2nd tier or respective functions of Technical Operations function or vendors, while maintaining the role of customer liaison (first point of contact) and service fulfillment management
- Creation of activity reports on weekly basis
- Maintain equipment and software to determine the efficiency and detect defects or other damage, Contact third party support to assist in resolving the problem
- Take part in evaluating Hardware procurement offers and perform asset management on workstations levels
- Maintain technical knowledge up-to-date
- Commit to Hikma’s core hours. Provide after working hours support based on the business need
- And any other task which gets assigned by the Operations Team leed
- Familiar with the remote support tools (Remote Desktop, TeamViewer, Dameware,etc…)
- Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
- Familiarity with both PC and Mac Hardware and Software
- Experience with Network Repairs and Analysis
- Experience with windows 10 -Good Customer Service Skills
- Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience
- Writing and Editing Skills to aid in writing and updating checklists & KPI’s -Education in Computer Repairs and how to Troubleshoot Problems
- Demonstrate strong customer service skills and a delivery focus (customer service orientation)
Computer Science or Related IT
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