IT Service Desk Support

Career House Egypt - Cairo, Egypt

263
Applicants for
4 open positions
71
Seen
5
Shortlisted
60
Rejected
Experience Needed:
2 to 3 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
Negotiable
Education Level:
Bachelor's Degree at least
Languages:
Arabic, English
Vacancies:
4 open positions
About the Job

Job Purpose:

Providing first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfilment processes. Ensuring customer satisfaction in every step of problem resolution

Duties & Essential Job Functions:

  • Logging all relevant Incident/Service Req. details, allocating categorization & Prioritization codes.
  • Perform first-level diagnosis and troubleshooting support to end-users and customers.
  • Ensure excellent speedy customer service.
  • Escalate complex incidents to second-level support personnel. Logging and keeping records of employee queries.
  • Analysing call logs so you can spot common trends and underlying problems.
  • Follow up on outstanding requests and ensure timely resolution.
  • Maintain Relationship between Information systems department and internal CIL Employees and Monitor their Satisfaction.
  • Communication with users:
    • To keep them informed of Incident/Service Req. Progress.
    • Notifying them of impending changes or agreed outages.
Job Requirements
  • Good knowledge of the computer systems and software
  • Excellent verbal and written communication skills.
  • Knowledge of commonly-used concepts, practices, and procedures for end user technical support.
  • Good problem solving and research skills.
  • Hard worker, persistent, accurate and creative
  • Problem Solving Skills and Logical approach to the solution of problems
  • Good conceptual ability and skills in analysis and problem solving
  • Discipline to document and record results
  • The ability to keep accurate work records
  • Eager to learn new technical techniques and tools
  • Ability to provide prompt responses to questions from employees.
  • Excellent customer handling.
  • Understand the working environment & nature of the different business teams.
About this Company

By the beginning of 2017 a team of Human Resources Professionals, decided it was time to take advantage of their experience and take the HR profession in Egypt to a whole new level.
We established Career House and the company is now operating and providing local... (More)

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