Helpdesk Analyst (274016)
Information
| Information Technology | |
| Mid Career (2-6 years) | |
| Not specified |
Company
| Not specified | |
| Oil/Gas | |
| Katameya, Cairo, Egypt Saudi Arabia |
Description
- Responsible for the first level support of customers and distributors in the region by responding to their requests and resolving their issues in a timely manner.
- Respond to requests for technical assistance via logged tickets, emails, or phone.
- Research customers inquiries and questions using available information resources and advise customers on best practice and actions.
- Follow standard help desk process and procedures.
- Log all help desk calls in the helpdesk tool, properly classify them and keep them updated at all times.
- Diagnose remotely and provide basic troubleshooting of the issue reported.
- Collect the needed data from the customer to troubleshoot the issue.
- Properly escalate on time unresolved queries to the next level of support.
- Track, route and redirect problems to correct teams and resources.
- Manage support through 3rd parties.
- Provide updates to the customers on the progress and results of the troubleshooting.
- Follow up with internal stakeholders and customers, provide feedback and see problems through to resolution.
- Participate in Problem Management to help detecting recurrent and major incidents, contribute to the problem analysis and resolution and documentation.
- Utilize excellent customer service skills and exceed customers’ expectations.
- Ensure proper recording, documentation, resolution and closure of all issues.
- Develop and grow knowledge of help desk procedures, products and services.
- Monitor and report on all related help desk KPI’s to meet and exceed the target from initial response, remote fix rate, first time fix, resolution time and SLA targets.
- Responsible for software updates and patch deployment for target customers.
- Follow and maintain the warranty process for hardware replacement.
- Maintain spares stock and follow the right replenishment process to ensure parts availability in stock and avoid impact on SLA.
Requirements
- Bachelor’s degree in engineering, Computer Science or related major from a reputable university.
- 2 - 3 years of experience in helpdesk related role.
- Preferable BI Knowledge, Ticketing tools knowledge, ITIL knowledge, Kaizen knowledge.
- Customer facing experience.
- Background in Incident and Problem Management.
- Fluency in English and French languages is a must.
| Created on | 25 Aug 2022 |
| Last updated on | 13 Jul 2023 |