موقعیت شغلی :
◾️Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Acquisition & Deployment.
◾️Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
◾️Design and enforce request handling and escalation policies and procedures.
◾️Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
◾️Monitor and test fixes to ensure problems have been adequately resolved.
◾️Track and analyze trends in Help Desk requests and generate statistical reports.
◾️Oversee the development, implementation, and administration of help desk staff training procedures and policies.
