Job description
Overview:
Skills development-level: Basic (3D orientation):
To Receive and keep record of all users calls regarding any problems in using office automation tools or equipment, and resolve those that are within experience and / or knowledge range.
Responsibilities:
Tasks:
- To receive and keep record of all calls related to any problems in the use of office automation tools or equipment.
- Resolving or phone consultations, in most cases, or escalate them to the appropriate resolver team.
- To escalate internally to the Help Desk Specialist or Service
- Coordinator, any incident that may pose as of general involvement or high complexity.
- Keeping track of the open issues until resolution and claim solvers compliance with agreed service levels.
- To know and apply the operating and escalating procedures.
- To record and keep track of incidents in the management tool.
- To perform with end user quality control.
- To perform operating procedures, if required.
- To attend Help Desk technical training.
Responsibilities:
- To manage problem and queries incident solution from assigned clients, therefore, client user information of must be of key importance to the position performance (requires a logical thinking and elimination question asking process to get to know the cause of the incident).
- To track and monitor registered incidents.
- To provide correct customer service whilst preserving a good company image.
Skills / Knowledge / Experience:
High School diploma, Basic training in Computer Science, Telematics or similar.- Windows environment Knowledge (user W2000, W2003 WXP ... servers, WNT ...)
- Experience: 6 months as a minimum in similar tasks.
The position is considered entry level to the Organization.
- Languages: Basic level of technical English.High knowledge of the language of the Local community where you work.
Skills development-level: Basic (3D orientation):
Objectives and results oriented- Leadership
- Teamwork
- Market and customer oriented
- Troubleshooting
- Flexibility
- Ability to think and acts in terms of systems
- Living our values
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