القائمة الرئيسية

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Sr. Helpdesk Officer


Job Description
  • 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
Skills
  • 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)
Education

Computer Science or Related IT

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