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IT Help Desk Specialist

Pharaonia Pharma

Posted on February 14, 2020

1 - 2 years Alexandria - Egypt

Any Graduation. Any Nationality

Opening 01

Job Description

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Installing and configuring computer hardware, software, systems, networks, printers, and scanners
• Monitoring and maintaining computer systems and networks
• Responding in a timely manner to service issues and requests
• Providing technical support across the company (this may be in person or over the phone)
• Setting up accounts for new users
• Repairing and replacing equipment as necessary
• Testing new technology
• Possibly training more junior staff members
• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Respond to customer queries by phone and email
• Create step-by-step training material with screenshots for clients
• Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware
• Document internal procedures
• Maintain daily performance of computer systems
• Ask educated questions and listen to customers to determine the root cause of issues
• Work through the problem-solving process with customers, empowering them to do the same in the future
• Run diagnostic problems to resolve problems
• Clean up computers
• Train incoming staff
• Report significant and recurring issues to the tier-2 support team
• Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
• Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to the customer to ease in troubleshooting.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures

Pharma / Biotech / Clinical Research

IT Software

Desired Candidate Profile

Proven experience as a Help Desk Technician or other customer service role.
• Ability to diagnose and resolve basic computer/technical issues.
• Excellent communication skills.
• Keen attention to detail, the memory of patterns, and interest in problem-solving.
• Good understanding of computer systems, mobile devices, and other tech products.
• Customer-oriented and cool-tempered.


IT Help Desk Specialist


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Pharaonia Pharma

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