Providing 1st line technical support to customers ? taking enquiries by phone and email.
Agents shall be receiving logging, and solving issues related to IT helpdesk through interfering in technical details and troubleshooting that could be solved over different communication channels like accessing user machine remotely, instruct the caller by phone, send detailed resolution steps by email, provide required support on site.
Dealing with problems for desktops, laptops, tablets, mobile devices, etc. & software programs.
Asking questions about the problem and explaining possible solutions.
Responsible for installation on devices (Computers, laptops, Printers, Network Printers, scanners) or any other IT equipment?s.
Supporting users on OS, iOS, MS Office, and any other applications and software?s used by Client staff, developed by Client or supported by Client.
Troubleshoot first level network issues and escalate to desired section where needed.
Updating knowledge bases with details of common problems which customers can view online.
Using helpdesk software to log calls with descriptions of issues, progress and solutions.
To be able to work in different 8 hour/day shifts covering 24X7X365.
To be able to freely communicate in Arabic and English (Bilingual).
