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IT Help Desk Supervisor - Alexandria

MTS
Alexandria, Egypt
Posted 3 years ago
101People have clicked1 open position
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Job Details

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Job Description

  • Directs and manages the day-to-day operations and functions at the Technical Help Desk and Technology Service and Support (TSS).
  • Acts as a liaison with management in the development and maintenance of systems procedures.
  • Collaborates with key stakeholders,  as well as business partners to develop and implement technology solutions.
  • Responsible for ensuring optimal performance of IT Services Division team staff and the various products and services they support via the Help Desk from Alexandria Logistic Center.
  • Continuously improve Help Desk processes including Incident, Problem, and Knowledge Management.
  • Manage and monitor all help desk team in handling the tickets for accuracy, escalation, and completion.

Job Requirements

  • BSc/BA in IT, Computer Science or relevant field or equivalent years of hands-on experience
  • Years of experience at least 7 to 10 years
  • Above average knowledge of networking protocols, especially TCP/IP.
  • Proven experience as a help desk technician or other customer support role
  • Tech savvy with working knowledge of office automation products, databases and remote control.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Having a Certificate in ITIL Foundation.
  • Microsoft Certified Solutions Associate(MCSA)
  • Excellent communication skills
  • End user-oriented and cool-tempered
  • Experience in supporting end users on a corporate network; specifically support involving Servers, Windows servers, Switches, Subnets, Routers, VLAN's, DNS, Network Shares, Network Storage, File/Print services, Directory Services, Etc. is preferred.
  • Real experience with ticket and service management systems.
  • Understand service management and working with the ticking systems

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