الرئيسية / الوظائف / 5674 مشاهدة19 يناير 2020


Service Desk Technical Analyst - Outsourced - STJEGYPT



Service Desk Technical Analyst - Outsourced - STJEGYPT

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Work Type : Full Time
Experience : 0-3 Years




Gender : male and female
Salary: Not mentioned
Salary Type : Net Salary
Location: Egypt


Area
COO
Department
Information Technology
Locations
Smart Village, 6th of October
Years Of Experience
Maximum 2 Years
Qualifications


Qualifications & Experience:


Bachelors degree of Computer Engineering/Computer science or its equivalent
Minimum 0 - 2 years of experience
Good qualifications in Computers / Communication Engineering
An ITIL qualification is a plus


Skills:


Good command of English and Arabic languages
Excellent communication skills


Responsibilities


Service Desk Handling


Provide single point of contact for CIB end users/GTS clients regarding IT incidents and requests through phone calls, online tickets, to resolve and offer technical support for related IT issues.
Receive, log all interaction/ incidents and manage calls from CIB end users/GTS clients via phone, email, and online tickets, and deliver proactive actions to maintain high level of customer satisfaction.
Take ownership of users’ interactions/incidents, follow up on the status of problems on behalf of the user, and communicate progress in a timely manner, to ensure that cases are resolved.
Escalate IT services incidents and Requests, which cannot be resolved within agreed time scale to the 2nd line of support, to resolve the cases successfully.
Follow Up on 2nd line of support on daily basis for all pending cases, to ensure that cases are resolved.
Deliver proactive actions to maintain high level of customer satisfaction.
Meet Service Desk (KPI) Key Performance Indicators as set by the Service Desk Manager to Improve efficiency, ensure cost effectiveness and increase customer satisfaction.
Participate in team projects that enhance the quality or efficiency of IT support.
Perform technical troubleshooting and problem resolution including, Printing management, Telephony, Client computing applications, and User and password management, to resolve end users incidents and/or requests.


Policies, Processes and Procedures


10. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner


Day-to-day Operations


11. Follow the day-to-day operations related to own jobs in the Service Management department to ensure continuity of work


Compliance


12. Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB sound legal position and mitigate any potential risks


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