Helpdesk Support Specialist | أخصائي دعم فني

• Serving as the first point of contact for staff seeking technical assistance or information over the phone or email or chat.
• Frequently check the ticketing system for incoming service desk requests. Monitor and respond quickly to incoming requests related to IT issues.
• Performing troubleshooting through diagnostic techniques and pertinent questions and determining the best solution based on the issue and details provided by the user.
• Resolving problems with network and other computer systems and act as support if any system goes down.
• Responsible for PC’s, Printers, Servers, and other IT related equipment (monitor, keyboard, mouse, hard drive, Access points, etc).
• Maintain user PCs, including upgrades and configuration as needed.
• Assist with IT-related on-boarding of new users.
• Keep an inventory of all equipment, software, and license users.
• Install, configure, and upgrade PC software.
• Training staff members on IT software and systems when required.
• Escalate all advanced issues to senior-level technicians, IT Management, vendors.
• Contact outside vendors to supply the company with the required items
• Backup data and reset workstation/laptop and check for the latest updates.
• Creating PR for IT hardware/software. Follow-up with vendors and procurement dept. to expedite pending PR’s or solve any issues in them.

• Well-spoken in English and Arabic.
• General awareness of computer systems, PC repair, and network management.
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues and diagnosing problems as they arise.
• Ability to deploy, configure, and support operating systems on desktop and mobile.
• Understanding and appreciation for information security within systems and user devices.
• Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.

IT, Computer Science