Senior technical help desk Consultant Job Description: 1. Logging all relevant incident/service request details, allocating categorization and prioritization codes 2. Providing first-line investigation and diagnosis 3. Resolving those incidents/service requests they are able 4. Escalating incidents/service requests that they cannot resolve within agreed timescales 5. Following up till the closure of the incident with second and third line support 6. Keeping users informed of progress 7. Closing all resolved incidents, requests and other calls 8. Conducting customer/user satisfaction call-backs/surveys as agreed 9. Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc. 10. Supervise and support team Members. Skills 1. Good communication abilities (oral and written). 2. Understanding of the potential of computer technology. 3. Creativity. 4. Work successfully in a team matrix environment 5. Continuous learner 6. Adapt to unexpected events 7. Ethical with users and Colleges 8. Analytical thinking, attention to detail and superior time-management skills are crucial. 9. Detailed Oriented 10. Ability to learn and adapt to new Testing Techniques. 11. Ability to transfer knowledge to colleagues. 12. “Yes I can” attitude. 13. 3 Years of experience in Service Desk Position If you`re interested send your CV to Reem Mahrous [email protected] mentioning the job title otherwise the CV will be neglected. For more info please visit our website: bi-technologies.net
Posted on: Wed, 05 Mar 2014 11:39:29 +0000
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