Senior IT Executive

VFS Global Egypt -
Cairo, Egypt

VFS Global Egypt -
Cairo, Egyptposted 1 month ago

78Applicants for1 open position

Job Details

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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.

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.