JOB DESCRIPTION:Primary Function:
High level of trouble shooting and remediation. Work with resources out of their group, providing coordination. Multi tasks / technologies. Develop documentation.
Core Job Responsibilities
- Constantly monitor individual queue to resolve routine and non-routine desktop issues and requests.
- Escalate issues as appropriate and act as a technical escalation point.
- Maintain a high level of customer satisfaction.
- Comply with the desktop group practices and procedures.
- Update remedy and other data repositories (e.g. knowledge base) as appropriate in a timely manner.
- Identify technical and process issues and recommend improvements.
- Achieve target ticket volumes and ticket resolution levels.
Compliance:
Responsible for compliance with applicable corporate policies and procedures.
Relationship Management:
Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on.
Accountability/Scope:
Completes tasks as assigned by the dispatch/remedy system and as directed by the manager.
Decision Making:
Follows the processes, practices established for the group.
Education/Experience:
- Bachelor degree or equivalent experience.
- Industry certifications.
- 2 - 4 years of experience.
The base pay for this position is
N/A
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:IT Operations
DIVISION:BTS Business Technology Services
LOCATION:Egypt > Cairo : KTC Building
ADDITIONAL LOCATIONS:WORK SHIFT:Standard
TRAVEL:Not specified
MEDICAL SURVEILLANCE:Not Applicable
SIGNIFICANT WORK ACTIVITIES:Not Applicable