IT Service Desk Engineer job at Vodafone Egypt

Short Description

Typical outputs:
o    Operational:
o    Ensure all targets and service level agreements are fulfilled
o    Collect and aggregate data for internal and external reporting 
o    Run governance meetings
o    Listen carefully to customers and collect all required information on reported incident.
o    Handle Service Desk mailbox, ITRF, and any future written communication tool.
o    Log all IT incidents reported to Service Desk, qualify and try to resolve them over the phone remotely
o    Forward & track trouble tickets to other IT support teams when required and in a reasonable time.
o    Inform the users about status of their incidents when requested
 

Long Description

Role purpose: To manage IT Service Desk support : Mail offices, Retail and All OPCO support – Main buildings-Problem management and answer End users calls) to implement and to ensure the highest availability for all the desktop services in terms of operation and projects with customer satisfaction insurance, passing through business development and customer demand including Demand management, Vendor management, interactions with logistics, procurement and  IT teams as well as interface with LM market customers also SPOC between IT teams and business teams, and to act as the 1st  level of escalation for the technical support teams.
Key accountabilities and decision ownership: 
o    Ensuring Service Level Targets / Service Level Objectives within the SLA is met.
o    Measuring and Service Level Reporting for IT Services.
o    Own and manage the relationship with all users by resolving calls effectively and efficiently
o    Ensure service level agreements are met and maintained.
o    Liaise with the second line of support to resolve reported incidents & enquiries.
o    Provide users with accurate and timely information
o    Identification of stakeholders, customers, key users.
o    Continuous improvement of current ways of working
o    Build the capabilities, develop and update the services catalogue,.
o    Plan & Execute department strategy in alignment with the local & VF-Group guidelines.
o    Responsible for planning, design, testing, certifying, implement and support all desktop domain services for Vodafone LM  Market in alignment with Vodafone Group Desktop Technologies.
    Core competencies, knowledge and experience: 
•    Very good knowledge of Microsoft products for both operating system and office automation applications
•    Good networking knowledge in TCP/IP environment. Proffered to be CCNA Certified.
•    Good knowledge on the PC hardware and periphery products (i.e. scanner and printer) skills 
•    Excellent knowledge and experience of Technical & Business.  
•    Vendor management & road map following.
•    Excellent stakeholder engagement
•    Very high level of communication skills
Language requirements:
•    Specific Local Market Language 
•    English (B2 or above)
    Must have technical / professional qualifications: 
Has supported an enterprise environment that included:
•    Engineering or Computer Science Graduate 
•    2 years of experience in IT Support. 
•    A minimum certification from Microsoft on two main products (MCP’s). Preferred to be MCSA Certified.

•    Able to work independently in a highly dynamic environment with strong analytical skills, organized, self-motivation  in addition to having excellent communications, reporting and Presentation skills.
•    Ability to deliver challenging targets in a dynamic market environment with a full understanding of customer demands/needs and flexibility to exceed customers’ expectations.
•    Demonstrated leadership and organizational skills with cross-functional teams.
        Familiar with ITIL best practices and processes.
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