Technical Support
Perfect Presentation
Total des années d'expérience :14 years, 6 Mois
• The ability to address and resolve minor problems that do not need the intervention of the college’s technician.
• Answer and deal with all requests and queries from users, whether by e-mail or phone.
• Communicate with technicians at the colleges over the phone in case of a problem solved as soon as call and make sure resolved.
• Communicate with customers, to make sure the problem is resolved, and their satisfaction with the level of service, and to report weekly to do so.
• Continuous monitoring of the system and monitor all open requests to ensure closure within the time frames specified and agreed upon.
• Writing a weekly report to indicate what has been accomplished through the work of this period.
- Receive intermission/international/domestic calls and facilitate transfers to requested office/ staff promptly .
- Be updated and familiarized with the list of staffs name, contact numbers, sections and functions for expeditious transfer calls.
- To respond immediately to callers' inquiries on staffs contact numbers.
To provide efficient and effective operation to the CITS help Desk by:
- receive report fault/problem concerning CIT equipment, networks, application, server, and other related to the CIT section through phone/ lotus notes.
- keep update a database with all reported faults /complaints.
-Analyze the nature of the fault/problem and assign to the relevant Unit for corrective action using the applicable procedures.
- ensure incident ticket number for the reported fault is generated by the system given to the customer for his/her future reference.
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