IT Snr. Analyst Service Delivery Coe Egypt

4 days ago

مصر, Egypt Electrolux Full time

IT Senior. Analyst Service Delivery
10th Ramadan, Egypt

Department : IT

Operationally reports to : IT Manager/Lead

Your Role

Identifying how to add value to the running and efficiency of the IT support system based at the factory/site.

This role is primarily serving as the single point of contact for all issues related to IT and the entire network infrastructure. In this critical role, the Senior Analyst 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 and sometimes second -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 for end-users and the factory environment.

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. Technical skills required for VMWare, Azure, Network Design and Architecture.

A Typical Day

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.

Network troubleshooting in factory/plant environment

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, network design and overall infrastructure

Who You Are

For you to succeed in this role, you should be:
Agile -You can quickly understand and assess a situation and react confidently, making decisions even where there is ambiguity; You work with urgency, analyzing and adapting to different situations, quickly understanding changes and reacting confidently and decisively

Collaborative - You build trust, good working relationships and communicate effectively with your stakeholders, colleagues and across functions.

A Self Starter - You can work autonomously but will never be on your own, working proactively to identify the opportunities and implement the plan.

Analytical - With an eye for detail and the ability to interpret complex data, you can also translate this into meaningful, useful information that informs service delivery

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

EDUCATION

You have a undergraduate degree in IT or Computer Science as a minimum qualification

TECHNICAL SKILLS

Technical Network Troubleshooting Skills

Hyper VM

VMWARE

Azure Server

Network Design & Deployment

EXPERIENCE

5 years of experience in IT field

Very strong communicator

Experience in factory-based environment is advantageous

Microsoft Background is key

Hardware and software experience

Keeping you Healthy and Safe

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

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