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Senior IT Executive

VFS Global Egypt
Cairo, Egypt
VFS Global Egypt logo

Senior IT Executive

Cairo, EgyptPosted 16 minutes ago
5Applicants for1 open position
  • 0Viewed
  • 0In Consideration
  • 0Not Selected

Job Details

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Job Description

  • Will be responsible for operation. 
  • Operational Induction to the new team member
  • Preparing Desktop team Shift Roster & ensure staffing is as per rooster. 
  • Creating / Updating Documentation, knowledge database and SOP's
  • SPOC for Desktop support function during the shift.
  • Monitor service call queue
  • Attend S1 User calls.
  • Attend High Priority & Level 2 calls.
  • Provide technical support to L1 Desktop Engineers.
  • Take over unresolved calls if L1 support engineers are busy with other calls and resolve. In case of non-resolution, escalate to concerned stakeholders / vendors.
  • Fill in the gap in case of breaks for helpdesk agents.
  • Ensure calls are updated with meaningful & correct data and on time.
  • Follow-up on the activities assigned to desktop team on the floor.
  • For any con-call with onshore or offshore TL should participate calls as & when required.
  • Verify the Helpdesk related report, ensure timely outage communication (SMS/Mail) 
  • TL should review the quality of the tickets logged/updated in Service Desk as well as in Service Center.
  • Monitor effective vendor management.
  • End-user Communication (in case of delays, updates, etc).
  • Inter-Team Communication and Knowledge Sharing.
  • Timely Submission of Desktop related activities. 
  • Maintains integrity, security and confidentiality of all sensitive information and the physical security of the customer operations.
  • Informs Management of security breaches
  • Adheres to "Standards of Business conduct"
  • Awareness of Information sharing.

Job Requirements

  • 4 - 6 years’ experience.
  • Bachelor of computer science or any relevant certificates.
  • Basic understanding of software, hardware and peripherals
  • Awareness of IT assets and tagging
  • English is a must.
  • Excellent verbal, written communication and interpersonal skills.
  • Must be able to effectively handle multiple projects simultaneously in a deadline driven environment.

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