1. Service Desk Agent. Code:(GK –
SDA)
Knowledge, Languages Skills and
Attributes
- Bachelor degree in Computer
Science or Computer Engineering
- Strong knowledge of Microsoft
Office, Windows XP, Vista
- Customer-Service
oriented
- Good understanding of
ITIL framework
- Excellent command of English
- spoken and written
- Good communication
skills
- Good analytical and problem
skills
- Team Player
- Ability to work under
pressure and manage stress
- Friendly presence and helpful
attitude
- Ability to provide technical
support over the phone; good phone skills
- Ability to handle constantly
changing flow of calls; remain productive during slow times, be
able to multitask effectively during busy times, exercise patience
and professionalism during stressful situations
- Creativity. Ability to think
around problems and come up with creative solutions is helpful
- Ability to work responsibly
with or without direct supervision
- Working knowledge of common
operating systems and software applications
Key
Accountabilities
- Provide 1st level support to asset users for all computer
hardware (including all peripherals)and software related problems,
questions and requests
- Close assigned help desk calls with accurate date, time and
solution description
- Document actions and keep open call information updated in help
desk system
- Maintain & update Configuration items in Asset Management
Database (including disposals)
- Communicate with users status of assigned open calls
- Execute assigned tasks in a timely manner
- Primary responsibility is user support
- Respond to questions from callers
- remotely assist employees
- Learn fundamental operations of commonly used software,
hardware, and other equipment
- Follow standard Help Desk operating procedures
- Accurately log / update and close all incidents on ITSM
tool
- Assign incidents to appropriate service desk personnel for 2nd
line support
- Stay updated with all new BG technology changes or
problems
- Become familiar with IT policies and procedures
- Other duties as assigned by the Service desk team leader
2. Helpdesk Team Leader.
Code:(GK – HDTL)
Knowledge,
Languages Skills and Attributes
- Strong experience supporting
Microsoft Office 2003 & 2007 , Windows XP, Vista, 7
- Experience in Networks is a
plus
- Customer-Service
oriented
- Good understanding of
ITIL framework
- Excellent command of English
- spoken and written
- Good communication
skills
- Good analytical skills
- Proven record in a previous
leadership role
- Team Player
- Ability to work under
pressure and manage stress
- Ability to assign priorities
and good time management skills
- Able to coach others
- Previous experience in
desktop upgrade and migration projects
- Min 5 Years in a similar
position
- Team Leadership Skills
- Fluent in English
Key
Accountabilities
- Responsible for the delivery all services in
a timely professional manner
- Supervising & assessing all helpdesk
members and reporting the performance to SDM
- Assuring a smooth replacement &
overlapping of helpdesk team
- Arrange for regular team meetings aiming at
enhancing the performance
- Technical Knowledge transfer
- Making sure all technical issues are
documented in a professional manner
- Providing advice, recommendations, and
information concerning network hardware or software
requirements
- Assist in testing new applications and
provide recommendations before deploying them
- Technical guidance to all the Technical
Support team
- Create and manage the knowledge base for the
known errors
3. Senior Helpdesk Specialist.
Code:(GK – SHD)
Knowledge,
Languages Skills and Attributes
- Strong experience supporting
Microsoft Office 2003 & 2007 , Windows XP, Vista, 7
- Experience in Networks is a
plus
- Customer-Service
oriented
- Good understanding of
ITIL framework
- Excellent command of English
- spoken and written
- Good communication
skills
- Good analytical skills
- Proven record in a previous
leadership role
- Team Player
- Ability to work under
pressure and manage stress
- Ability to assign priorities
and good time management skills
- Previous experience in
desktop upgrade and migration projects
- Min 3 Years in a similar
position
Key
Accountabilities
- Provide 1st and 2nd level
support to asset users for all computer hardware and software
related problems, questions and requests
- Provide 1st and 2nd level
support to management team members for all computer hardware and
software related problems, questions and requests as well as
understanding all their related setup & configuration. Provide
also support to IT and telecom services in their residence
- Resolve assigned service
calls within SLA
- Close assigned help desk
calls with accurate date, time and solution description
- Document actions and keep
open call information updated in help desk system
- Maintain & update
Configuration items in Asset Management Database
- Provide user capability
support for all BG standard applications
Own process for new users including equipment order and
configuration as well as user induction
Communicate with users solution and status of closed calls
- Assist in assigned calls as
required
- Execute assigned tasks in a
timely manner
- Plan and prioritize the work
of the other support engineers
- Review service requests and
incidents on daily basis
- Report backlogs with
justification
- provide guidance for less
experienced team members
4. Helpdesk Specialist.
Code:(GK – HD)
Knowledge,
Languages Skills and Attributes
- Bachelor degree in Computer
Science or Computer Engineering
- Strong knowledge of Microsoft
Office, Windows XP, Vista
- Customer-Service
oriented
- Good understanding of
ITIL framework
- Excellent command of English
- spoken and written
- Good communication
skills
- Good analytical skills
- Team Player
- Ability to work under
pressure and manage stress
Key
Accountabilities
- Provide 1st and
2nd level support to asset users for all computer
hardware (including all peripherals)and software related problems,
questions and requests
- Resolve assigned service
calls within SLA
- Close assigned help desk
calls with accurate date, time and solution description
- Document actions and keep
open call information updated in help desk system
- Maintain & update
Configuration items in Asset Management Database (including
disposals)
- Own process for new users
including equipment order and configuration as well as user
induction
- Communicate with users status
of assigned open calls
- Support Audio /Video
conferences as required
- Execute assigned tasks in a
timely manner
- Perform Daily system backups
and tape management
If
interested, please send your CV to: amr.elkomy@globalknowledge.com.eg