Service Desk Technical Analyst

Qsource -
Cairo, EgyptPosted 7 years ago

114Applicants for2 open positions

Job Details

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Providing single point of contact for Bank end users regarding IT incident and requests through phone calls, online tickets.
Receiving, logging all interaction/ incidents and managing calls from internal staff via phone , email, and online tickets .
Take ownership of users’ interactions/ incidents and follow up the status of problems on behalf of the user and communicate progress in a timely manner
Escalating IT services incidents and Requests which cannot be resolved within agreed time scale to the 2nd line of support.
Following Up on 2nd line of support on daily basis for all pending cases
Delivering proactive actions to maintain high level of customer satisfaction.
Providing End user training if required.
Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Manager
Participating 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

Policies, Processes and Procedures

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

Compliance

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

Bachelor’s degree of Computer Engineering/Computer science or its equivalent.
From 0-3 years of experience
Good qualifications in Computers / Communication Engineering
An ITIL qualification is preferable but not essential Skills
Demonstrated commitment to the provision of excellent customer support.
Ability to work as a member of a team.
Good organizational skills.
Excellent communication skills and telephone manner.
Ability to work under pressure and adapt to changing scenarios whilst meeting high customer expectations.