Service Desk Analyst

Nile Air - Heliopolis, Cairo

Applicants for
2 open positions
Experience Needed:
More than 5 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
2 open positions
About the Job
  • Act as a SPOC - single point of contact for phone calls and emails from staff regarding IT issues and queries.
  • Receiving, logging and managing calls from internal staff via telephone, email and ITSM application.
  • Maintaining an Asset Database and tracking changes.
  • 1st and 2nd line support - troubleshooting of IT related problems from such as Laptops, PCs and Printers.
  • Resolve escalated support calls from within Service Desk.
  • Troubleshoot basic network issues such as leased line connectivity, basic routing and switching issues.
  • Escalate unresolved calls to the infrastructure support team.
  • Log all calls in the Service Desk Management system and ensure the effective closure of incidents.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
  • Provide stats for the weekly Service Desk report on incidents/requests trends.
  • Publishing support documentation to assist staff with requests for information & provide staff training if required.
  • Active Directory administration - Creating user accounts, reset passwords, create groups etc.
  • Sophos Anti-Virus management
  • Carry out daily Infrastructure system checks, including backups, event logs etc.
  • Involvement with Infrastructure projects and completion of Infrastructure tasks as and when required
Job Requirements
  • Bachelor’s degree in, information technology, communication engineering or computer science.
  • ITIL foundation is a must.
  • MCITP certification would be desirable.
  • Advanced User & Security Group Active Directory administration.
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2016.
  • Minimum 5 years previous IT Service Desk experience required.
  • Incident Management experience – Managing incidents including business expectations and communication and dealing with escalations.
  • Experience in Windows Server 2008 setup and configuration.
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service.
  • Excellent communication and organizational skills.
About this Company

Nile Air launched its operation with issued and paid-in capital of EGP 200M which has been increased during 2012 to support the expansion in our operations.

Today Nile Air is Egypt’s leading private full service carrier operating schedule services from Cairo and... (More)

See all Careers and Jobs at Nile Air
Signup for an employer account and Post your Jobs!