Service Desk Operations Analyst
- SSC Egypt
- Cairo, Cairo Governorate, Egypt
- Full-time
وصف الوظيفة
- Provide first-line technical support and issue resolution to end-users via phone, email, or chat
- Record all customer inquiries and incidents in the ticketing system
- Troubleshoot hardware and software issues and escalate complex problems to appropriate teams
- Monitor and manage the resolution process for all open tickets
- Collaborate with other support teams and escalate issues as needed
- Document and maintain troubleshooting procedures and knowledge base articles
- Perform system and software installations as required
- Proactively identify recurring issues and propose solutions to prevent future incidents
- Ensure adherence to service level agreements (SLAs) and customer satisfaction targets
- Keep up-to-date with technology trends and advancements to provide efficient service
متطلبات الوظيفة
Essential Qualifications:
- Bachelor’s degree in Computer Engineering/Computer science or its equivalent.
- From 0-3 years of experience
- Good qualifications in Computer / Communication Engineering
- Knowledge of Microsoft products such as Outlook, Word, Excel, etc.
- Basic remote troubleshooting skills
- Basic Knowledge of Network
- Basic Knowledge of Windows Administration
Preferred Qualifications:
- An ITIL qualification is preferable but not essential
- MCSA ( Microsoft Certified Solutions Associate )
- CCNA
- Experience in Information Technology Industries, Service Providers & Banking sectors
Skills
- Demonstrated commitment to the provision of excellent customer support.
- Ability to work as a member of a team.
- Good organizational skills.
- Excellent communication skills and telephone manners.
- Ability to work under pressure and adapt to changing scenarios whilst meeting high customer expectations