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IT Help Desk

IT Help Desk

Job Details Experience Needed: 2 to 4 years Career Level: Entry Level (Junior Level / Fresh Grad) E...

منذ 4 أشهر عمل كلي Egypt 244
قدم الآن
المكان

Egypt

نوع العمل

عمل كلي

الخبرة

3-5 سنوات

الراتب

غير معروض

الملخص الوظيفي

Job Details

Experience Needed:2 to 4 years
Career Level:Entry Level (Junior Level / Fresh Grad)
Education Level:Bachelor's Degree
Salary:Confidential
Job Categories:

Skills And Tools:

Information Technology (IT)HelpDeskIT Service ManagementLANCommunicationITCustomer ServiceProblem-solvingIT asset managementHardware and software installationTechnical troubleshooting

Job Description

  • Serve as the first point of contact for all IT support requests and incidents.
  •  Provide timely assistance for hardware, software, and network issues, responding to 90% of requests within 1 business day.
  •  Diagnose problems remotely, run diagnostics, and apply effective solutions, resolving 85% of issues on first contact.
  •  Escalate complex issues when necessary and follow up with users to ensure satisfaction.
  •  Maintain an escalation rate below 10% and user satisfaction above 90%.
  •  Troubleshoot and maintain LAN/WAN performance to ensure 99% system uptime monthly.
  •  Create, configure, and deactivate user accounts and emails securely, processing 100% of requests within 1 week.
  •  Install, configure, and repair IT equipment to maintain optimal performance, completing 95% of requests within SLA timelines.
  •  Log all support requests, incidents, and resolutions accurately in the IT ticketing system, ensuring 100% documentation compliance.
  •  Conduct preventive maintenance on IT systems and devices to avoid downtime.
  •  Optimize hardware and software resources to achieve 5–10% annual IT expense reduction.
  •  Support IT process improvements and contribute to higher service efficiency and reliability.

Job Requirements

  • Bachelor’s degree in information technology, Computer Science, or related field.
  • 2-4 years of experience in IT help desk or technical support role.
  • Strong knowledge of Windows OS, MS Office, Active Directory, and basic networking (LAN/WAN, IP, DNS).
  • Familiarity with IT ticketing systems (e.g., Jira, ServiceNow, Freshdesk).
  • Excellent troubleshooting, communication, and customer service skills.
  • Ability to manage multiple requests, prioritize effectively, and meet SLAs.



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