Alrofaei Ali Email & Phone Number

Khartoum State, Sudan

 Providing assistance to end users with technology-related issues, questions Identifying and resolving technical problems and incidents, both hardware and software. Logging and tracking support requests, ensuring timely resolution, and maintaining  Offering remote support to users through phone, chat, or remote desktop tools. Handling IT incidents and outages, following defined procedures to restore services. Assisting users with password resets and account access issues. Providing guidance on applications and helping users with installation, configuration,  Assisting with hardware issues, repairs, and replacements. Updating and maintaining a knowledge base with solutions  Creating and maintaining documentation for common issues, solutions, and processes. Escalating complex issues to higher-level IT support teams when necessary. Providing basic training to end users on using hardware and software effectively. Monitoring IT systems to detect and address issues before they impact users. Keeping users informed about the status of their requests and ongoing IT incident Generating reports on help desk performance, issue trends, and user feedback Educating users about security best practices with security-related inquiries. Assisting with software updates, patches, and ensuring systems remain up-to-date

Khartoum, Sudan

 Presenting technical support to end users via phone, email. Troubleshooting and resolving hardware and software.  Installing and configuring computer systems, peripherals.  Maintaining a high level of customer service and professionalism when assisting users. Setting up user accounts and access permissions. Assisting with network and server administration tasks. Conducting system and software upgrades. Providing support during various shifts to ensure continuous assistance to users

Khartoum, Sudan

 Handle incoming customer calls using a variety of call center technologies  Enter, update, delete, add and modify customer data in Zain customer’s database Delivery to sales targets through direct selling and mutual selling.  Providing product and service information to customers. Escalate customer calls to the supervisor call center Manager in line with business Dealing with customer’s inquiries, complaints and concerns in a professional Assessing and evaluating customer concerns and resolving their problems in an efficient providing the Customers with the right offers that match their needs . understanding customer needs and interests