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Responsibilities
- Provide first-level contact and convey resolutions to customer issues.
- Properly escalate unresolved queries to the next level of support.
- Track, route, and redirect problems to correct resources.
- Update customer data and produce activity reports.
- Walk customers through the problem-solving process.
- Follow up with customers, provide feedback, and see problems through to resolution.
- Use remote tools to assist customers when needed.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Maintain a thorough understanding of the organization’s IT infrastructure.
- Document internal procedures.
- Ensure proper recording, documentation, and closure of trouble tickets.
- Prepare accurate information on IT inventory for hardware and software renewals.
- Develop help sheets and FAQ lists for end users.
- Train computer users as necessary.
- Follow standard help desk procedures.
- Log all help desk interactions.
- Administer help desk software.
- Redirect problems to appropriate resources.
Qualifications
- Proven experience as a Help Desk Technician or other customer support role.
- Tech-savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English.
- Excellent communication skills.
- Customer-oriented and cool-tempered.
- BSc/BA in IT, Computer Science, or relevant field (desirable but not mandatory).
Certificates
- CompTIA A+
- Microsoft Certified Professional (MCP)
- ITIL Foundation
Required Skills
- Customer Relationship Management (CRM)
- Information Technology
- Teamwork
- Computer networking knowledge
- Communication Skills
- ITIL Foundation
- IT Help Desk
Job Details
- Location Amman - Jordan
- Industry Information & Communication Technologies
- Job Type Full-Time
- Degree Bachelor
- Experience 2 - 4
- Nationality Unspecified
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