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Es IT Service Desk Engineer vois

7 months ago

مصر, Egypt Vodafone Full time

**Role purpose**:
To manage IT Spain Service Desk support: All ES OPCO support -Handling the following service desk’s tasks for the Service Owner’s department via REMEDY including Problem Management, Incident Management, Change Management and Service Requests as well as interface with Spain market customers also SPOC between IT teams and business teams, and to act as the 1st level of escalation for the technical support teams.

**Key accountabilities and decision ownership**:

- Ensuring Service Level Targets / Service Level Objectives within the SLA is met.
- Measuring and Service Level Reporting for IT Services.
- Own and manage the relationship with all users by resolving calls effectively and efficiently
- Ensure service level agreements are met and maintained.
- Liaise with the second line of support to resolve reported incidents & enquiries.
- Provide users with accurate and timely information
- Identification of stakeholders, customers, key users.
- Continuous improvement of current ways of working
- Build the capabilities, develop and update the services catalogue,
- Plan & Execute department strategy in alignment with the local & VF-Group guidelines.
- Responsible for planning, design, testing, certifying, implement and support all desktop domain services for Vodafone Spain Market in alignment with Vodafone Group Desktop Technologies.

**Core competencies, knowledge, and experience**:

- Good networking knowledge in TCP/IP environment. Proffered to be CCNA Certified.
- Good knowledge on the PC hardware and periphery products (i.e., scanner and printer) skills
- Excellent knowledge and experience of Technical & Business.
- Vendor management & road map following.
- Excellent stakeholder engagement
- Very high level of communication skills

**Must have technical / professional qualifications**:

- Has supported an enterprise environment that included:
- Engineering or Computer Science Graduate
- 3+ years of experience in IT Support.
- A minimum certification from Microsoft on two main products (MCP’s). Preferred to be MCSA Certified.
- Able to work independently in a highly dynamic environment with strong analytical skills, organized, self-motivation in addition to having excellent communications, reporting and Presentation skills.
- Ability to deliver challenging targets in a dynamic market environment with a full understanding of customer demands/needs and flexibility to exceed customers’ expectations.
- Demonstrated leadership and organizational skills with cross-functional teams.

Familiar with ITIL best practices and processes.

**Short Description**:
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