Service Desk Analyst

1 week ago

مصر, Egypt MigrationIT Full time

**Job Information**:
Industry
- BankingWork Experience
- 5+ yearsSalary
- 16000City
- New CairoState/Province
- AI QahirahCountry
- EgyptZip/Postal Code
- 11311- Take ownership to identify report and improve areas of risks or which need improvement specifically in IT services.
- Take overall responsibility of overall service desk activities according to service management, incident management, request fulfillment, problem management policies and procedures.
- Act as first level support for incidents and service requests received.
- Act as further escalation point for any urgent or long pending incidents and service requests
- assigned to other teams.
- Take ownership of tracking the life cycle of users incidents and service requests and follow up
with related teams since logging until got resolved/closed within SLA.
- Take ownership to report to management and log any major issues that are impacting the business.
- Take ownership to report to management any users complain, staff technical and soft skills and performance in handling users incidents and requests.

**Requirements**:

- A College degree or Diploma and/or equivalent experience.
- Minimum 6 years of experience in IT systems implementation and support.
- Experience with banking industry systems is desirable, but not mandatory.
- Knowledge of ITIL, ITSM and other IT Service standards will be beneficial.
- Good team player with the ability to work very effectively in a collaborative and team-oriented manner with other team members.
- Must have initiative and a positive work attitude and must be a quick learner with a zeal for self-learning. Must be confident, eager and willing to take on new challenges. Must be cooperative with good interpersonal, negotiation and conflict resolution skills.
- Good written and oral communication skills.
- Must be detail oriented and able to multi task.
- Fluent in oral and written English, working knowledge of Arabic is a plus.

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