Job Description
The IT Service Desk Engineer position at Nahdet Misr Publishing Group is to provide reliable and efficient technical support to all employees, ensuring seamless IT operations across multiple locations. This role focuses on resolving hardware and software issues, managing user accounts, and maintaining network services, while prioritizing user satisfaction and adherence to security protocols. By leveraging problem-solving skills and technical expertise, the IT Service Desk Engineer aims to enhance service quality, improve operational efficiency, and support the overall business objectives of the organization.Key Competencies:1. Technical Knowledge
Hardware & Software: Be familiar with computers, laptops, printers, operating systems (Windows, MacOS, linux), and office suites (e.g., Office 2019, Office 365).
Networking Fundamentals: Have a solid understanding of LAN, WAN, WLAN, as well as key basic understanding of routing, switching, and network security and how to and troubleshoot network devices (Switches, routers and firewall)
Network services: good understanding of DNS, DHCP, CFS, Printing, VPN, Web, and application services and how they support the overall IT infrastructure.
AD, GPOs and domain controller: Expertise in Active Directory for user lifecycle management, including the administration of distribution lists and security groups. Skilled in managing computer accounts within the domain, with a strong knowledge of designing, implementing, and managing Group Policy Objects to enforce security settings, deploy software installations, and apply configuration policies across the network.
Antivirus & Security Software: Awareness of endpoint protection tools like antivirus, antispyware, and how to ensure they are up to date.
ITSM Tools: Familiarity with ticketing systems, tracking service requests, and maintaining SLAs.
2. Problem-Solving SkillsAbility to diagnose and resolve issues related to hardware, software, and network setups efficiently.
Analytical skills to research and troubleshoot application problems.
Capable of determining when to escalate more complex issues to second level or service provider
Update Knowledge Base: Document solutions for recurring issues and update the knowledge base regularly to improve team efficiency and user self-help resources.
3. Customer Service SkillsStrong Communication: Ability to explain technical issues in a non-technical way to users, both in person and over the phone.
Customer-Oriented Mindset: Ensure user satisfaction by providing prompt and helpful assistance.
Follow-up: Keep users informed about the status of their requests and ensure issues are fully resolved.
4. Ticketing System ManagementBe efficient at logging, tracking, and closing tickets through ITSM tools like Manage Engine.
Follow established procedures for issue resolution and request fulfillment.
Prioritize tickets based on impact and urgency and SLA requirements.
Contribute to Service Improvement Initiatives: Analyze ticket data to identify recurring issues or trends and propose improvements to reduce incident frequency or improve resolution times.
5. Security AwarenessUnderstand company security policies and ensure that access and systems are properly secured.
Be vigilant about potential security threats like phishing, malware, and suspicious activity on the network.
6. ITIL FrameworkAwareness of ITIL processes like Incident Management, Problem Management, and Service Request Management to ensure IT operations are aligned with business objectives.
Participate in Continuous Service Improvement (CSI) initiatives to optimize IT processes and enhance service quality.
7. Continuous LearningStay updated on new technologies, software updates, and industry trends
Engage in professional development to improve technical knowledge
8. Service Improvement InitiativesProactively suggest improvements to service delivery based on user feedback and incident analysis.
Participate in root cause analysis of recurring incidents and work to implement permanent solutions.
Collaborate with IT sections to streamline workflows, reduce incident volumes, and improve overall efficiency.
Key Dimensions:1. Scope:Supporting 1000+ users across multiple locations, including remote employees.
Managing incidents and service requests through ITSM tools, handle security incident responses, asset management, service request fulfillment, and maintain knowledge base
Support a wide range of hardware (desktops, laptops, mobile devices) and software (Microsoft Office, Exchange, Windows OS) across the network.
Users' life cycle management, ensure compliance with security policies, support service improvements, and provide regular reporting on system performance and issue resolution.
2. Key Responsibilities:User Lifecycle Management: Manage the entire lifecycle of user accounts, including onboarding, access management, and offboarding.
Request Fulfillment: Approve and fulfill service requests from users, such as software installations.
Incident Resolution: Independently resolve technical issues reported by users.
Problem Management Authority: Identify root causes of recurring issues and implement solutions to prevent them.
Security Incident Response: Respond to and mitigate security incidents to protect IT infrastructure.
Knowledge Base Update: Maintain and update documentation to enhance future support efforts.
Process I
