IT Support Analyst

ROLE DETAILS

Job Title
IT Support Analyst

Line manager
IT Service Manager

Location
Cairo, Egypt

Department
I&T/Egypt

PURPOSE OF ROLE

• The Support Analyst is an integral part of the Capricorn Information Technology team and is the first point of contact between end users and the IT organization. The analyst is responsible for recording the details of reported IT service issues, service requests and working to either restore service as quickly as possible or alerting and/or escalating to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skills.

PRINCIPLE DUTIES

• Troubleshoot the end user's issue and resolve upon first contact, when possible.


• Document all details of incidents or service requests, including categorization and prioritization within the IT Service Management platform.


• Provide training and knowledge transfer for end users as new technologies and software are being introduced into the environment.


• Provide "how to" assistance on all internally supported devices, applications and systems.


• Escalate issues to appropriate second / third-line subject matter experts in accordance with service level agreements.


• Take ownership and follow up on incidents through to conclusion.


• Leverage internal and external resources (knowledge bases, manuals, support sites and vendors) to answer questions and resolve issues.


• Respond to end-user enquiries regarding the status of incident/service request tickets and follow up as necessary.


• Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.


• Be an advocate for the end user to ensure he or she receives high quality and timely service and support from the entire IT organization.


• The ideal candidate must be able to work in a high-pressure environment to help provide consistently high-quality service and support to end users.


• Foster relationships with end users and other members of the wider IT Department to ensure the appropriate escalation points are utilised effectively.


• Responsible for IT asset management for the Cairo branch office, including stock level management and recording of any changes within the IT Service Management platform.

EDUCATION/EXPERIENCE/SKILLS REQUIRED

Education:

• BA/BS degree in Computer Science or computer-related field (required)


• ITIL V3 Foundation (preferred, although training will be provided).


• Software and hardware certifications a plus


• Ability to learn new technology and applications


• Excellent written and verbal communication skills (English and Arabic)

Relevant Experience / Skills:

• Previous IT service desk experience (essential)


• Good understanding of user environment management, including desktops/laptops, profile management, software delivery, etc.


• Computer software and hardware troubleshooting knowledge and experience


• Strong hands-on/technical knowledge of core Microsoft technologies. E.g., Windows Server Environments, including OS build, AD, DNS, DHCP and GPO.


• Have experience of producing and updating technical documentation to a high standard.


• Excellent customer service skills


• Excellent time management skills


• Strong troubleshooting skills


• Knowledge of cloud platforms such as Microsoft Azure.


• Willing to travel to remote offices and offshore if required.


• Detail oriented and logical.


• Passion for technology.


• Applicants must have the right to work in the Egypt without sponsorship.

Company Values and High Performing Behaviours

Values

• Respect


• Relationships


• Responsibility

High Performing Behaviours

• Be Entrepreneurial


• Be Empowered


• Be Collaborative


• Be Safe


• Be Focused


• Be Open


• Be a Leader