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Service Operation Center Analyst - Damietta

Damietta, Egypt
Posted 5 years ago
23Applicants for1 open position
  • 19Viewed
  • 2In Consideration
  • 0Not Selected
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Job Details

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Job Description

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.

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