IT Executive

Confidential - Egypt - Cairo

 

  • Preparing Desktop team Shift Roster & ensure staffing is as per rooster.
  • Creating / Updating Documentation, knowledge database and SOP's
  • SPOC for Desktop support function during the shift.
  • Monitor service call queue
  • Attend S1 User calls.
  • Attend High Priority & Level 2 calls.
  • Provide technical support to L1 Desktop Engineers.
  • Take over unresolved calls if L1 support engineers are busy with other calls and resolve. In case of non-resolution, escalate to concerned stakeholders / vendors.
  • Fill in the gap in case of breaks for helpdesk agents.
  • Ensure calls are updated with meaningful & correct data and on time.
  • Follow-up on the activities assigned to desktop team on the floor.
  • For any con-call with onshore or offshore TL should participate calls as & when required.
  • Verify the Helpdesk related report, ensure timely outage communication (SMS/Mail)
  • TL should review the quality of the tickets logged/updated in Service Desk as well as in Service Center.
  • Monitor effective vendor management.
  • End-user Communication (in case of delays, updates, etc).
  • Inter-Team Communication and Knowledge Sharing.
  • Timely Submission of Desktop related activities.
  • Maintains integrity, security and confidentiality of all sensitive information and the physical security of the customer operations.
  • Informs Management of security breaches
  • Adheres to "Standards of Business conduct"
  • Awareness of Information sharing

Bachelor’s degree in information technology, Computer Science, or a related field. 1-3 years of experience in IT hardware management or support.Strong knowledge of computer systems, servers, and networking hardware.Proficiency in troubleshooting hardware issues.Excellent problem-solving skills and attention to detail.Strong communication skills and ability to work collaboratively. 
Post date: Today
Publisher: Wuzzuf .com
Post date: Today
Publisher: Wuzzuf .com