Servicedesk / Helpdesk Analyst
MigrationIT · Cairo, Egypt ·
- Category
- Support
- Experience
- 1+ years
- Act as first level support for incidents and service
requests received.
- Acts as the key contact for on-site
and remote users for terminal and production problems and inquiries.
- Act as further escalation point for any urgent or long
pending incidents and service requests assigned to other teams.
- Track the life cycle of
users incidents and service requests and follow up with related teams since
logging until got resolved/closed within SLA.
Requirements
- University degree in Computer
Engineering, Computer Sciences
- 1-3 years of
experience in the same field.
- Experience
in MS Active Directory, DNS, DHCP, TCP/IP, VPN, physical connection (cables,
switches, access points, routers) and logical/ software.
- Experience
in using ticketing system is a plus.
- Knowledge of
ITIL, ITSM and other IT Service standards is a plus.