عمرو عبد اللطيف رفاعى

PURPOSE OF POSITION:
The role of the Help Desk Technician is to assist customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the Help Desk Technician is responsible to ensure that an effective solution is provided to the user.
MAJOR DUTIES AND RESPONSIBILITIES:
Includes the following. Other duties may be assigned.
Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community.
Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology.
Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.
Records required customer and problem information in the HEAT Call Ticket System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
Works on Help Desk related projects as assigned by supervisor.

Prepares source data for computer entry by compiling and sorting information; establishing entry priorities.
Processes customer and account source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the team leader for resolution.
Enters customer and account data by inputting alphabetic and numeric information on keyboard or optical scanner according to screen format.
Maintains data entry requirements by following data program techniques and procedures.
Verifies entered customer and account data by reviewing, correcting, deleting, or reentering data; combining data from both systems when account information is incomplete; purging files to eliminate duplication of data.
Tests customer and account system changes and upgrades by inputting new data; reviewing output.
Secures information by completing data base backups.
Maintains operations by following policies and procedures; reporting needed changes.
Maintains customer confidence and protects operations by keeping information confidential.
Contributes to team effort by accomplishing related results as needed.