At ABC, we brew the joy of true togetherness to inspire a better world. A big
part of that means brewing better people with the heart of our company in our
four values:
* Passion for consumers and customers
* Care for people and planet
* Enjoyment of life
* Courage to dream and pioneer
Duties and Responsibilities
* Resolve level 1 incidents for ABC IT users
* Interact with users via telephone and email in English and Arabic
* Log all calls in descriptive way for all tickets.
* Identify, evaluate, and prioritize end-user problems and complaints
* Analyze problems and formulate plans of resolution by utilizing available technical resources to solve end-user problems
* Make sure all end users functionality are continuously running properties including periodic auditing.
* Escalate level 2 and 3 tickets to respective groups
* Escalate unresolved calls to appropriate support specialist
* Build/configure new desktops and laptops based on a preset schedule
* Set-up software standard images
* Use Heineken IT Service Management process and tools
* Repair Hardware; main focus computers and printers
* Proactive visits to ABC remote sites for IT Maintenance
Education & Experiences
Educational Background: Bachelor's degree in Computer Sciences
Years of Experience: 0-2 years ' experience in IT helpdesk
Qualifications & Other Requirements
* Good understanding for computer hardware
* Working knowledge of Windows 10 , Windows Server 2008 and 2016 , SCCM Server.
* Sound knowledge of general networking concepts
Personal Skills
* Excellent communication Skills
* Customer Service Skills: Customer satisfaction focused
* High level of English and Arabic, both verbal and written
* Strong analytical and problem solving skills
* Ability to negotiate with external Suppliers
* Ability to learn quickly and to be familiarized with company specific applications
* Ability to perform several tasks simultaneously
* Ability to work independently as well as within a team
* Ability to properly document issues with effective descriptions, troubleshooting steps and final resolution
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