IT Service Desk AgentPosition ID: req46795Sector: BA APAC & MEAFunctional Area: TechLocation: Cairo Egypt HQ OfficeNumber of Openings: 1Reporting to: Manager titleEmployment Type: PermanentApply By: DateBe part of something bigger. Decode the future.At Electrolux, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.Join us in our exciting quest to build the future home.All about the role:IT Service Desk Agent is the first point of contact between end-users who need technical support and the IT department. They resolve IT related issues and escalate unsolved problems to the specialized IT support team after conducting initial troubleshooting. Service desk agents are responsible for answering queries and addressing system and user issues in a timely and professional manner.What you'll do:- Serve as the first point of contact for customers seeking technical assistance over the phone or email- Perform remote troubleshooting through diagnostic techniques and relevant questions- Determine the best solution based on the issue and details provided by end-users- Walk the customer through the problem-solving process- Direct unresolved issues to the next level of support groups.- Provide accurate information on IT products and services to the end users.- Record events and problems and their resolution in logs- Follow-up and update End-Users by their issues status and related information- Pass on any feedback or suggestions by end-user to the appropriate team- Identify and suggest possible improvements on current procedures.- Provide solutions proactively whenever possible.- Prepare all the Service Desk reports required by the management.- Manage Hardware Maintenance with external maintenance companies.- Log and manage IT Supplies and procurement activities on the company ERP system.- Help update training manuals for new and revised software and hardware and train computer users as necessary.Qualifications:- BS degree in Information Technology, Computer Science or relevant field- English Fluency both written or verbal.- Additional certification in Microsoft (MCSE), (MOS), Linux, Cisco or similar technologies is a plus.- Work experience as IT Help Desk Technician or similar role is a plus.- Fluent English & Arabic is mandatory- Exceptional written and oral communication skills.- Distinctive problem-solving skills.- The ability to work as an effective and contributing team member.- Customer-oriented and cool-temperedWhere you'll be:You will be based at Electrolux HQ Site at Cairo- Egypt.As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you.Find out more on:(#LI-SS3)
