IT Snr. Analyst Service Delivery COE Egypt
IT
Full Time
Cairo, Egypt
2021-10-31

The primary Service Desk Agent role is that of providing first-level support through taking calls and handling the resulting incidents or Service Requests using the Incident Reporting and Request Fulfillment processes.

KEY ACCOUNTABILITIES/RESPONSIBILITIES

  • Receive contact from for onsite and remote users, collect basic contact information.
  • Collect and analyze request information from onsite and remote customer.
  • Classify the service request and identify initial support.
  • Search for matching resolutions.
  • Transfer contacts to external incidents if appropriate.
  • Open new or update existing request tickets.
  • Verify customer and basic information and update user profile information, as required.
  • Identify request type (e.g. request for service, request for information, incident etc.).
  • Gather the appropriate information for the type of request and assess each request impact and urgency.
  • Identify appropriate assignment (includes linking to existing problems or requests, if applicable).
  • Resolve request and assign unresolved requests to the appropriate Subject Matter Expert/Service Owner.
  • Inform the customer/user of the status of an existing request, upon request.
  • Follow-up service requests/incidents until its resolution confirm request status and resolution with customer and determine customer satisfaction.
  • Update and close request ticket.
  • Close incidents with customer agreement.
  • Initiate escalations.
  • Create and maintain the service desk Knowledge base.
  • 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.

QUALIFICATIONS & ABILITIES

  • University degree in IT
  • English Fluency.
  • Fresh graduate
  • Engineering, Computer information or related faculty graduate


 

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We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'