IT Service Delivery Analyst

9 hours ago

القاهرة, Egypt Fosroc Full time

**Vacancy**:
**Job title**
- IT Service Delivery Analyst**Department**
- Administration**Close date**
- 31st Oct 2024**Location**
- Cairo***

**Job description**:
**Job description**
- he 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**
- lear 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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