Service Desk Officer At Attijariwafa Bank-Egypt | IT Vacancies
Job Purpose
Outputs:
Is responsible for the smooth running calls and incidents which managed by local IT services in keeping with Service Level Agreements (SLAs) during 24/7 shifts.
Controls access to programs and to data files and other machine resources to customers on a basis of operational necessity.
Acts as the initial contact for customers for advice on how to use the IT service or rectify problems
Acts as local investigator and fixer for problems referred from Service Desk.
Determine the priority of incidents with users/Service Desk Team Leader.
Identify and help resolve issues that affects the quality of IT Services.
Carries out familiarization training for new customers and following the introduction of changes to the service.
Liaises with providers on which the IT service depends, such as external network services managers, operations controllers for other computer systems, premises managers and maintenance agents.
Liaises with customers and management over the maintenance of an SLA which will continue to meet business needs.
Maintains configuration, performance and maintenance records, plans and oversees the installation of computer hardware/software/network and liaises regularly with supplier staff to ensure adequate support is provided.
Protects the integrity of data relating to the supported services, taking backups as necessary and arranges for their secure storage, liaising with database coordinators as required.
To maintain security, confidentially and integrity of data held within network and computer systems.
Main accountabilities and approximate time split
Main Accountability: Task Assignment
Time Split: 100%
To support the Service Desk team leader in the
Development and delivery of the TBI Service Plan.
To provide ITIL 1st Line service desk technical support to
Users.
Technical skills / Competencies
Competencies:
Can perform basic technical activities.
Have understanding of recently updated technology.
Have the ability to work under pressure in a dynamic environment.
Ability to handle multiple requests concurrently with logical priorities.
Knowledge, Expertise and Experience
Knowledge, Qualifications/ Experience:
Essential :
University degree in Computer Science or Computer Engineering.
Minimum 2 years of experience in similar role.
Knowledge of Service desk tools and IT processes.
Excellent verbal communication skills (Arabic & English) to assist users.
IT professional and confident problem solver with great sense of customer orientation and support.
Preferred: ITIL foundation knowledge.