Dina Mustafa Shaker

IT PMO & Communication SpecialistFull Time

• Job Details:• Provides the strategic and tactical direction and priorities to the work scheduling and reporting team and oversees the execution against these plans and objectives • Following project standards, including document management\storage, communication methods, status reporting, risk and issue identification and time keeping. • Conduct variance analysis on on-going basis for IT budget and generate variance reports. • Translating business and information needs into both high level and detailed requirements. • Oversee guidelines and drive compliance for establishing, implementing and managing the lifecycle of business process documentation. • Facilitate communication as appropriate to all involved and maintain contact with owner's stakeholders to determine project requirements and/or level of satisfaction with progress and performance. • Ensure appropriate user communication, when releasing important updates, changes, or around incidents. • Design and implement a clear communication framework for the IT dept. also outline target groups, message formats and key topics to address on monthly/quarterly basis to all relevant stakeholders. • Highlight issues in areas such as resource allocations, change control. • Analyze and assess the Helpdesk tickets assigned by Service desk analyst(s) to perform QA/QC and provide RCA when needed. • Ultimately ensuring that the Technology roadmap remains achievable and delivers to time, cost and quality, recognizing any issues that might prevent this are escalated & managed accordingly. • Works closely with the development teams in an advisory capacity to understand business requirements that add value to system design and implementation. • Assists with investigations, proposes and evaluates solutions, provides insights into strategy. • Build & Maintain a consolidated IT plan • Build and maintain performance and operational reporting - Compile management reports to give performance insight.

IT Service Desk AnalystFull Time

• Job Details:1. Single point of contact for user incidents, problems & Service Requests. 2. Handle helpdesk Phone, Email & Walk-in users. 3. Document actions accurately and keep open call information updated in IT Service Management Tool (ITSM). 4. Perform I/SR classification & categorization. 5. Communicate with users’ status of assigned I/SRs. 6. Act as user advisor and demonstrate a good know-how of service requests processes. 7. Have a good understanding of IT policies and procedures. 8. Assign incidents to appropriate support local/ Global groups for 1st & 2nd line of support. 9. Actively follow-up on ISRs with local/ Global support groups. 10. Manage resource availability. 11. Perform Quality Assurance at ISR resolution and prior to closure. 12. Close ISRs with accurate date, time and solution description. 13. Learn fundamental operations of commonly used software, hardware, and other equipment. 14. Follow standard Help Desk operating procedures. 15. Stay up-to-date with Global incidents and problems affecting asset normal IT operations. 16. Other duties as assigned by the Service desk team leader. 17. Execute assigned tasks in a timely manner. 18. Manage Telecom Inventory. 19. Generate performance reports as required. 20. Dismantle IT equipment during the office move from Maadi to New Cairo. 21. Performed quality control role during the move to New Cairo (new office).

PlannerFull Time