IT Analyst - MEA Service Desk At Electrolux
Cairo, Egypt
Your Role
The service desk role is primarily serving as the single point of contact for all issues related to IT. In this critical role, the service desk is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between Employees and the IT organization, and, whenever possible, providing a first-contact resolution for customers.
In addition to these essential tasks, the service desk is responsible for identifying and pursuing service improvement initiatives, managing complaint & suggestions.
A strong, healthy service desk team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as an important component of the IT team; which creates value for the whole organizations and support in preserving the company’s reputation and business
A Typical Day
Act as first point of contact between IT department and the business Users.
Incident Management Support including Incident Logging and Categorization, Incident Resolution, Service desk expected to get their hands on escalated incidents and either take action themselves or involve specialist support groups or suppliers that can help, Incident Management Reporting and Handling of Major Incidents by rapidly escalating the issue, recruiting 2nd-level support if needed and issuing timely communications and status updates to users.
Request Fulfillment Support including Request Logging and Categorization, fulfilling customer requests in an appropriate time frame, consistently monitoring the status of all service requests and escalating service requests to a higher resolution level when needed, Request Closure and Evaluation.
Collect basic data and contact information from users.
Create and maintain the Service Desk Knowledge base.
Provide solutions proactively whenever possible.
Manage users accounts, Computer accounts & Group management through Active Directory.
Prepare all the Service Desk reports required by the management.
Manage Hardware Maintenance with external maintenance agents.
Log and manage IT Supplies and procurement activities on the company’s ERP system.
Identifying continuous improvement opportunities in IT processes
Who You Are
For you to succeed in this role, you should be:
Someone with distinctive organizational skills
Excellent verbal and written communication skills & client service skills
Advanced analytical skills, attention to detail & reporting skills
Proven ability to quickly learn new technologies, processes, and procedures
Have the ability to work as an effective and contributing team memberAbility to provide step-by-step technical help, both written and verbal
Work on projects aside to the day to day operations
Professional image with the ability to form good partner relationships across functions
Different roles & responsibilities may be assigned to this position according to changes in the supported business are
You are expected to participate in special projects as requested by Electrolux management either as required by the business and/or as part or your career development plan.
LANGUAGE/S SPOKEN
You must be fluent in English and Arabic
We want you to return home in even better shape than when you started, so we need you to help us do this by making sure you follow a few simple steps. We need you to:
Make sure you take reasonable care for your own health and safety, and
Take reasonable care that what you do (or what you don’t do when you should have) doesn’t affect the health and safety of others, and
Follow reasonable instructions that we might give from time-to-time, such as reporting incidents and hazards, and
Follow policies or procedures, so long as it’s reasonable and we’ve told you about it, and
Attend training that helps you to work safely
Minimum Qualification
EDUCATION
BS degree in Information Technology, Computer Science, or relevant field
EXPERIENCE
0 to 3 years of experience in managing Service Desk activities and end-user support role.
English Fluency both written and verbal
ITILv4 Certification is a plus
Keeping you Healthy and Safe