Service Operation Center Analyst - New Damietta

Confidential Company - New Damietta, Damietta

Applicants for
1 open position
Experience Needed:
More than 3 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
1 open position
About the Job

Position Summary:

Ensure user inquiries and problems are handled by a representative who is responsible for coordinating delivery of IT services.

Primary Duties & Responsibilities

  • Take calls/tickets during high volume periods.
  • Manage incidents in the Service Desk system.
  • Queue Management.
  • Ensure incidents are routed to the appropriate support team.
  • Evaluate tickets for Trending.
  • Draft Knowledge Base Articles personally or work with engineering leaders for repeat issues.
  • Compile comprehensive and accurate reporting of all resource usage, including project tracking, incident tracking and resolution, status, and management.
  • Provide users with (IT) services through a service desk function.
  • Develop and maintain incident resolution database and work constantly to improve the incident resolution process.
  • Communicate to users any changes impacting their equipment and software.
  • Establish and maintain an information resource library to include software, systems documentation, periodicals, and report management systems.
  • Assist Service Desk staff with more difficult incidents, referring incidents to the appropriate support team.
  • Manage Knowledge Management process.
  • Other duties as assigned.
Job Requirements

Education and Experience Profile:

  • Bachelor’s degree in Information Services/Computer Science
  • Minimum 3 years of information services experience
  • Minimum 1 years customer service experience
  • Previous supervisory experience leading customer service groups desired

Required Skills

  • Knowledge of ITIL framework is required. ITIL Certification is desired.
  • Must have the ability to work well with people from many different disciplines with varying degrees of technical experience.