Duties and Responsibilities:nn- Respond to requests for technical assistance in person, via phone, chat or . nn- Diagnose and resolve technical hardware and software issues. nn- Research questions using available information resources. nn- Advise user on appropriate action. nn- Follow standard help desk procedures. nn- Log all help desk interactions. nn- Administer help desk software. nn- Follow up with users to ensure complete resolution of issues. nn- Ability to identify, report and escalate to a higher level IT Team requires urgent action. nn- Track and route problems and requests and document resolutions. nn- Prepare activity reports. nn- Inform management of recurring problems. nn- Stay current with system information, changes and updates. nn- Help update training manuals for new and revised software and hardware. nn- Train computer users as necessary. nn- Clean up computers. nnnEducation, Qualifications and Experience:nn- Bachelor's degree. nn- Working knowledge of fundamental operations of relevant software, Operating System, hardware and other equipment ex. (Printers. . . etc. ). nn- Experience researching, analyzing and interpreting system problems. nn- Knowledge of customer service practices. nn- For Gharbia, Monofia, Dakahlia and Kafr El shiekh residents only
