- Education Min. S1 for all majors
- Preferred graduates of Information Technology / Information Systems / Computer Systems
- Able to speak English both written and oral
- Have a good knowledge in application programs: Microsoft Office 2010/2013, Microsoft Office 365
- Have a good knowledge in operating system: Windows 7, Windows 8, Windows 10
- Minimal Experience 1-2 year
- Have knowledge in Operating System features (Hibernate, Offline File Sync, Printer Configuration, Security Account, Shared Folder, Home Directory)
- Have knowledge in MS Office especially for Outlook
- Have knowledge in email system
- Have knowledge in printing system
- Have basic knowledge in computer networking
- Have an experience installation and troubleshooting standard application, hardware
- Have basic Proxy system and user configuration
- Single point of contact for IT related queries & IT related Support issues
- Receive incident reports from Users via telephone or email
- Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors
- Record all required incident details on the incident management system
- First level support to attempt to resolve the incident, use remote control if necessary for incident resolution
- If the incident requires escalation to level 2 support, the Service Desk staff create a work order on Service Desk and assign it to the appropriate level 2 technician / engineer
- Track the incident until closure and keep the User up to date with the incident status
- Functional escalation in case the incident resolution times exceed the agreed service levels
- Selective quality checks on closed incidents & service requests
- Receive service requests forms that have passed the business assessment and approval procedures
- Forward the service request to the proper IT technician / engineer, in accordance with the service request procedures
- Track the service request until closure and keep the User up to date with the status
- Functional escalation in case the service request completion times exceed the agreed service levels
- Notify Users about major system/network outages. In most cases, the outage notification template is filled by IT Service Delivery teams then emailed by the Service Desk staff to the appropriate distribution list
Metrodata