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