Client Service Technician

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 OperationsDIVISION:BTS Business Technology ServicesLOCATION:Egypt > Cairo : KTC BuildingADDITIONAL LOCATIONS:WORK SHIFT:StandardTRAVEL:Not specifiedMEDICAL SURVEILLANCE:Not ApplicableSIGNIFICANT WORK ACTIVITIES:Not Applicable