Service desk Analyst

؜ - ؜new القاهرة ؜ -

تفاصيل الوظيفة

Job Information


Industry
Banking
Work Experience
‎5+ years
Salary
‎16000
City
New Cairo
State/Province
AI Qahirah
Country
Egypt
Zip/Postal Code
‎11311


Job Description



  • Take responsibility to resolve and respond to incidents and service requests received on service management system and other service desk channels (e-mail and phone) within the pre-defined SLA.

  • Take ownership to identify report and improve areas of risks or which need improvement specifically in IT services.

  • Take overall responsibility of overall service desk activities according to service management, incident management, request fulfillment, problem management policies and procedures.

  • Act as first level support for incidents and service requests received.

  • Act as further escalation point for any urgent or long pending incidents and service requests

  • assigned to other teams.

  • Take ownership of tracking the life cycle of users incidents and service requests and follow up
    with related teams since logging until got resolved/closed within SLA.

  • Take ownership to report to management and log any major issues that are impacting the business.

  • Take ownership to report to management any users complain, staff technical and soft skills and performance in handling users incidents and requests.


**


Requirements**
* A College degree or Diploma and/or equivalent experience.
* Minimum ‎6 years of experience in IT systems implementation and support.
* Experience with banking industry systems is desirable, but not mandatory.
* Knowledge of ITIL, ITSM and other IT Service standards will be beneficial.
* Good team player with the ability to work very effectively in a collaborative and team-oriented manner with other team members.
* Must have initiative and a positive work attitude and must be a quick learner with a zeal for self-learning. Must be confident, eager and willing to take on new challenges. Must be cooperative with good interpersonal, negotiation and conflict resolution skills.
* Good written and oral communication skills.
* Must be detail oriented and able to multi task.
* Fluent in oral and written English, working knowledge of Arabic is a plus.

ملخص الوظيفة

  • المُعلن : MigrationIT
  • تاريخ الإعلان : 15/09/2022
  • نوع العمل : -
  • مستوى الخبرة : -
  • المستوى التعليمي : -
  • مكان العمل : new القاهرة
  • الراتب : -
  • الهاتف : -

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Language: English