Company Description

RAYA Customer Experience (RAYA CX) specializes in delivering advanced BPO and customer experience management for clients across diverse industries. Since 2001, the company has been a trusted partner for customer service, technical support, and global services, collaborating with Fortune 1000 companies in North America, Europe, the Middle East, and Africa. Operating from competitive and skilled labor markets, RAYA CX offers integrated business process outsourcing solutions powered by state-of-the-art technology, strategic planning, and continuous innovation.

Role Description

This is a full-time, on-site role for a Help Desk team member at the Hurghada site in Cairo. Responsibilities include providing professional technical support and troubleshooting assistance to resolve end-user issues, supporting desktop computer operations, and delivering exceptional customer support to ensure client satisfaction. The Help Desk team member will act as a first point of contact for users requiring assistance and will actively contribute to maintaining smooth IT operations.

Scope of work:

Service Desk Operations & Ticket Management:
-Serve as the first point of contact for IT -support requests via ticketing systems, email, phone, or chat.
-Log, categorize, prioritize, and resolve incidents and service requests in line with ITIL practices and SLAs.
-Ensure accurate ticket updates, -resolution notes, and timely closure.
-Escalate unresolved or complex issues to appropriate L2/L3 teams while -maintaining ownership and follow-up.

End-User Support (Hardware & Software):
-Provide troubleshooting and support for end-user hardware, including desktops, laptops, peripherals, and accessories.
-Support operating systems and common business applications.
-Assist with software installation, -configuration, and basic troubleshooting.
-Support remote and onsite users using approved remote support tools.
-User Account & Access Administration
Create, modify, and deactivate user accounts in Active Directory and related systems.
-Reset passwords, manage group memberships, and support basic identity and access management tasks.
-Assist with onboarding and off boarding activities following security and HR procedures.
-Collaboration & Productivity Tools
Support email services and Microsoft 365 tools, including Outlook, Teams, One Drive, and Share Point.
-Assist users with mailbox configuration, access issues, and basic collaboration features.
-Support soft phone and hard phone front-end user issues (basic voice client troubleshooting).

Systems Monitoring & Basic Administration:
-Monitor IT systems, endpoints, and services using approved monitoring tools.
-Identify and report alerts, incidents, or performance issues to senior teams.
-Perform basic system checks and health verification as per documented procedures.

Delegated L2 Support Activities:
-Perform delegated tasks from L2 teams in network, systems, and security areas under supervision.
-Execute predefined scripts, standard changes, and routine administrative activities.
-Support basic network connectivity troubleshooting (wired and wireless) at the user level.

Documentation & Knowledge Management:
-Maintain accurate documentation for resolved issues, procedures, and FAQs.
-Contribute to the service desk knowledge base and operational runbooks.
-Follow standard operating procedures and update documentation when changes occur.

Customer Experience & Continuous Improvement:
-Deliver professional, courteous, and -customer-focused support at all times.
-Ensure compliance with IT policies, security guidelines, and data handling standards.