IT Service Delivery Analyst

3 weeks ago

مصر, Egypt Fosroc Full time

**Vacancy**:
**Job title**
- IT Service Delivery Analyst**Department**
- Administration**Close date**
- 26th Feb 2024**Location**
- Cairo***

**Job description**:
**Job description**
- The Service Delivery Analyst role is to deliver a high level of support to all JMH Group end-users across multiple sites, providing a high level of expertise and best practices based on the ITIL model. This includes ensuring that all requests are handled within the Service Level Agreement and assigned project tasks are delivered within agreed timelines.**Responsibilities**
- Work closely with the Service Delivery Manager to ensure a high level quality of support to the business within agreed SLA’s.
- Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.
- Follow ITIL framework within the Group with focus on Incident, Problem, Change, Release management and recommend continual service improvement initiatives.
- Communicate and enforce all Group IT policies and procedures across the region.
- Liaise with the IT Partners / Vendors to ensure the quality of service and performance across the region is maintained.
- Log all requests in the Service Desk Call Logging system.
- Prepare, analyse and submit all daily, weekly, and monthly required reports.
- Communicate internally and externally on scheduled downtimes, projects, upgrades and other IT operational events as and when required.
- Act as focal point for all regional requests, incidents, escalations and resolutions.
- Escalate any requests / issues to the Service Delivery Manager before SLA breaches if unable to resolve
- Provide 1st and 2nd line support - troubleshooting of IT related incidents to resolution.
- Provide basic in house training for users when required.
- Manage all Service desk projects ensuring that we have capacity and availability to meet requirements, budget and timelines.
- Provide technical support to all locations regarding new or existing technologies and provide support to the global IT service delivery team as needed.
- Travel within the region and work overtime as required to deliver projects and services to the business.
- Take ownership of incidents to ensure coordination of resolving parties
- Assist SDM as and when required for reporting, project management, vendor engagement and additional ad-hoc requests**Skills required**
- Clear communicator (written and verbal)
- Excellent command of English spoken and written
- Understanding of Project management concept
- Pro-Active and ability to work on their own
- Strong problem solving, conflict resolution and critical thinking skills
- Ability to handle and prioritise requests
- Functional and technical skills
- Knowledge of ITIL Methodology.
- Experience on IT Service Desk software, preferably Manage Engine.
- Skilled in problem solving and analysing business information.
- Proficient in Windows 10, Windows Server 2012/2016.- Skilled in Active Directory, Exchange / Teams management / Microsoft 365 platform
- Strong Knowledge of Networking configuration and management.
- Good understanding about project delivery.
- Understanding of SharePoint Technology.**Educational requirements**
- A graduate with a minimum 4+ yrs. of Microsoft Systems Administration and Configurations. ITIL and project management experience essential**Job role notes**
- Location:

- Cairo -Giza - 6th October
- Please send resume in PDF format only

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