Eng.Ahmed El-Fakahany Email & Phone Number

Smart Village

Responsibilities:• Provide helpdesk support and resolve problems to the end user’s satisfaction• Monitor and respond quickly and effectively to requests received through the IT helpdesk• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority• Modify configurations, utilities, software default settings, etc. for the local workstation• Utilize and maintain the helpdesk tracking software• Document internal procedures• Assist with onboarding of new users• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment• Install, test and configure new workstations, peripheral equipment and software• Maintain inventory of all equipment, software and software licenses• Report issues to the Service Desk for escalation• Manage PC setup and deployment for new employees using standard hardware, images and software• Assign users and computers to proper groups in Active Directory• Perform timely workstation hardware and software upgrades as required

8 Gazerit Al Arab El Mohandeseen

Activating ADSL Service for new customers for the first timeTo handle internal and external customer inquiries on the telephone providing accurate and pertinent information according to the contact center guidelines and quality standards.To ensure action notes are input onto database before call endTo follow correct procedure for escalating calls to team leaderTo ensure correct Systems action, up-to-date and relevantTo keep attendance/time exemplaryTo resolve customer complaints and problems and to escalate issues to appropriate persons/teams whenever needed.To be prompt for work and back from breaks.To adhere CCC rulesTo effectively interpret the needs of the customers, maintain and enhance standards of quality for the services offered.To build a customer relationship, which adds value to the customer leading to a long term profitable relationshipTo show a broad knowledge and services and their competitive advantages.To follow the appropriate guidelines and procedures for any given situation.To make recommendations of alternate solutions if customer expectations cannot be metTo achieve first call resolution (FCR)To manage call flow in conjunction with navigating screens

Cairo Governorate, Egypt