IT help-desk Team Leader
Wasla Outsourcing
مجموع سنوات الخبرة :14 سنة, شهر واحد
Job Responsibilities:
Provide a professional technical point of contact for customers.
Diagnose fault-related incidents by effectively utilizing software diagnostics and other network utility programs.
Provide updates as needed to the customer in order to meet performance objectives, and service excellence guidelines.
Responds to customer/client requests or events as they occur.
Develop and maintain documents on all technical incidents we’ve faced to be the reference we can depend on it.
Develop solutions to problems utilizing formal education and judgment.
Apply ITIL strategists through using SLA, Service Lifecycle and improving Service quality.
Review and evaluate new members whom joined IT helpdesk team.
Acting as link between helpdesk team and the other teams in IT department.
Job Activity:
Maintain, Monitor, administrate, and troubleshoot IT Systems including (MS Active Directory, DHCP, DNS, ISA, TMG, MS Exchange)
Deal with ELASTIX, Asterisk servers also VoIP technology.
Deal with Digital and IP phone (Alcatel-Mitel)
Deal with "Aheeva" Soft Phone USING ASTRISK servers.
Excellent ability to support networked printers and Scanners.
Take NT backup for every physical or virtual server in all sites.
Following up on all opened customers’ requests or issues and work on solve it.
Ensure incidents are routed to the proper next level/organization as part of the incident management process.
Provide hands on support of cases if demand exceeds team(s) resources available.
Additional Designations:
• Member of Backup team.
• Shadowing with system administrators team.
Grade: Good