Hassan Ibrahim Email and Phone Number

• Installing and configuring computer hardware, software, systems, networks, printers, and scanners.• Check computer hardware to ensure functionality Replacing or repairing the necessary parts.• Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)• Set up workstations with computers and necessary peripheral devices.• Provide orientation and guidance to users on how to operate new software and computer equipment Maintain records/logs of repairs and fixes and maintenance schedule.• Provide rapid response to queries from customers pertaining to technical/ configuration questions• Attend to calls routed from call center while ensuring achievement of customer service targets in terms of response time and resolution• Ensure that all customer transactions are completed to the satisfaction of the customers in accordance with service level agreements and ensuring that the customers are informed on resolution• Assisting our customers with various technical issues that range in complexity• Learn thoroughly the specs of the company network, equipment, services and troubleshoot system related issues.• Ability to provide appropriate level of instructions to clients with limited technical knowledge• Handle Network troubleshooting and fault analysis; hardware troubleshooting and repair• Take ownership of customer issues reported and see problems through to resolution• Follow standard procedures for proper documentation, reporting and escalation of unresolved issues to the appropriate internal teams• Provide prompt and accurate feedback to customers providing updates on the progress of the case team. • Ensure that each support case owned is handled as per our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling SLAs.