The Service Desk Operator / Pre-sales Consultant’s is responsible for gathering and understanding customer business and IT requirements in order to develop optimum solution in preparing proposals and quotations for customers, as well as providing the first line helpdesk support to external customers, assist them with hardware and software problems via phone, email or fax, and escalate the problem to the second line of support in case need be against agreed Service Level agreement (SLA’s).
Duties, Responsibilities & Authorities
- Keep his IT knowledge up-to-date and use latest technology releases from leading Technology Providers (LTPs), Original Equipment Manufacturers (OEMs) and Independent Software Providers (ISVs).
- Represent the company, understand customer’s business objectives and align them with IT initiatives
- Gather and collect enough information and perform current state assessment of the customer’s IT environment
- Draw and understand the customer’s network topology and system architecture
- Possess a thorough understanding of our service offerings, technical preferences, and technical direction.
- Research In depth product and solutions to evaluate the feasibility of the proposed solution and compare to other viable options.
- In depth product and solutions research to evaluate the feasibility of the proposed solution and compare to other viable options.
- Propose optimum, cost effective, and best-fit solution highlighting challenges and benefits to the client
- Understand the solutions - in order to talk intelligently to clients and be able to allocate pricings and projects to the Project Managers.
- Develop professional RFP, RFI, and RFQ response document for government and public tenders.
- Meet a specific target of proposals per month set by the Solution Architecture & Design Team Leader/ Head of Technology
- Prepare SLAs in coordination with the Solution Architecture & Design Team Leader/ Head of Technology
- Ensure high quality services. Understand the benefits of the products
- Take the lead in extending present capabilities and developing new solutions
- Gather and report market information
- Conduct regular audit of competition and make recommendations from findings to support formation of overall category strategy with the marketing department
- Maintain relationship with service partners
- Introduce new products to EG products portfolio
Skills / Attributes Required
- BE in Computer and Communication Engineering
- Excellent verbal and written communication skills (English/ Arabic)
- Strong computer literacy skills and mastering of Microsoft Office suite (Word, Excel, PowerPoint, Visio and Project Professional)
- Service oriented and approachable. Must feel that client interaction is the most fun part of the job
- Adaptable, able to work with tight/changing scheduling demands. Able to analyze data and take appropriate actions
- Highly desired to have experience dealing with Leading Technology Providers and OEM vendors such as CISCO, Microsoft, HP, SUN, Juniper, and VERITAS …
- Understanding of computer networks/systems
- Willing to travel to the GCC region
- Excellent telephone and call handling manner
- Experience of using call logging software
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 2000 / 2003
- Basic understanding of PC hardware set-up and configuration
- Strong knowledge in networking
info@edaratgroup.com
