Service Desk/HelpDesk

• Test and analyze IT system and software performance.
• Resolve incoming client and personnel IT queries remotely via email and phone, or at the office.
• Prioritize and resolve IT concerns and escalate serious issues to relevant stakeholders.
• Avoid service interruptions by performing system installations, updates, and maintenance procedures.
• Prepare training manuals and FAQ materials for easy-access end-user guidance.
• Document processes and maintain service desk records.
• Make recommendations to optimize IT performance and prevent future problems.
• Collaborate with internal departments to ensure that IT needs are met.
• Keep informed of advancements in IT.
• Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I
• Maintain system capabilities by testing existing equipment and programs.
• Try out new systems and software.
• Train users on the proper use of hardware and software.
• Provide closure details.

• In-depth and current knowledge of computer programs and hardware.
• Proficiency in customer relationship management and task management software.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.
• Fluent Hebrew and English required.

Janglo