Global Service IT Desk Analyst
Majorel
- Cairo
- Permanent
- Full-time
- Acts as the initial point of contact for phone calls, ticketing and emails from internal staff and client regarding IT issues and request
- Receiving, logging and managing calls from internal staff via telephone, ticket and email
- First line support - troubleshooting of IT related problems of software, hardware Laptops, PCs and Printers
- Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) periods, meeting or exceeding user's requirements and expectations.
- Effectively manage Incidents and Service Requests and ensuring information is captured for future reference and analysis, in line with ITIL principles.
- Troubleshoot basic network issues and first level technical issues.
- Take ownership of user problems, High Severity Issues/Outages and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Liaise with internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLA's and OLA's
- Escalate unresolved request/incident to the infrastructure support team and back-end team
- Windows AD / network collaboration, Management of access management across domains / organizational systems and reconciliation
- Communicate progress and follow up in a timely manner to the Operations and responsible support groups
- Requesting RCA/RFO from the responsible support group
- VPN basic access management and support
- Updating Role Matrix Tracker and access management tracker on time
- Sending Daily reports on open tickets and End of Day Report
- Publishing support documentation to assist staff with requests for information & provide staff training if required Job Requirements:
- College/Associates Degree in Information Technology or bachelor's degree in related field
- An ITIL qualification is preferable but not required. MCP certification would be desirable
- Minimum of 2 years of experience in a technical support environment or similar role
- Proven problem solving and troubleshooting skills, facilitating the efficient and effective identification of problems and application of appropriate solutions.
- Experience in Windows and Apple Operating System and basic AD / GPO management.
- Incident Management experience - Managing incidents including business expectations and communication
- Diagnostic and analytical skills for software and general application knowledge
- Basic User & Security Group Active Directory administration
- Strong knowledge of various OS and software such as Windows 10, MS Office Suite (Word, Outlook, Teams, Excel, PowerPoint, Visio, Access & Project)
- Sound knowledge of Microsoft Office products and experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation)
- Basic to intermediate computer abilities with the understanding of terminology and functionality.
- Basic Experience with VOIP applications and working experience, Cisco IPCC, CM, AVAYA or ASPECT
- Experience with network monitoring tools like Solar winds. Experience with Service Now ticketing system or similar
- Excellent and effective communication and presentation skills - written, verbal and telephone manner .
- Excellent Communication in English or French or German and Spanish (depending on the site requirement)
- Excellent organizational skills . Self-motivated achiever who gains satisfaction from providing excellent customer service with proven track record in achieving customer satisfaction and end-user satisfaction
- Ability to multitask - Sense of urgency; maintain a positive attitude