Search by job, company or skills

E

Analyst

eClerx
Egypt
1-3 Years
Save
  • Posted 3 hours ago
  • Be among the first 10 applicants
Early Applicant

Job Description

Responsibilities

Service Delivery & Operations

  • Provide L1 troubleshooting support for hardware, software, voice, and network issues
  • Log, track, and resolve incidents and service requests within defined SLAs
  • Escalate unresolved issues to higher support levels when necessary
  • Ensure customer satisfaction through timely and effective issue resolution

Technical Support

  • Perform basic diagnostics on desktops, laptops, and peripherals
  • Support installation and configuration of standard applications (MS Office, MS Teams, Genesys, Sanas)
  • Assist with connectivity issues (wired/Wi-Fi, VPN, LAN/WAN)
  • Provide support for audio/video playback and headset functionality

Documentation & Compliance

  • Maintain accurate records of tickets and resolutions in ITSM tools
  • Follow established SOPs and ITIL-based processes
  • Support compliance and audit requirements through proper documentation

Collaboration & Communication

  • Coordinate with infrastructure, application, and security teams for escalations
  • Communicate effectively with business users and global clients in English
  • Provide clear updates on ticket status and resolution progress

Experience

  • 1–2 years of experience in IT Helpdesk / Technical Support
  • Exposure to troubleshooting hardware, software, voice, and network issues

Technical Skills

  • Familiarity with ITSM tools (ServiceNow, Remedy, or similar)
  • Basic knowledge of Windows OS, O365, and Active Directory
  • Understanding of networking fundamentals (DNS, VPN, LAN/WAN)

Language Requirement (Critical)

  • Excellent command of English (spoken and written)
  • Strong email writing and documentation skills

Preferred

 QUALIFICATIONS

  • Exposure to global service delivery environments
  • Certifications such as ITIL Foundation, Microsoft, or CompTIA (optional but advantageous)

Success Metrics

  • SLA adherence rate
  • First-call resolution improvement
  • Customer satisfaction (CSAT) scores
  • Reduction in repeat incidents

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
It Helpdesk/Technical Support
Employment Type:
Full time

About Company

eClerx

Job ID: 150110053

Jobs by Skill - IT
Jobs by Skill - Non IT
International Jobs
Last Updated: 27-06-2026 05:28:13 PM
Homejobs in EgyptAnalyst

Similar Jobs

Service Desk Analyst

AmpsTek
Egypt

Skills:

Servicenow, Outlook, Microsoft 365, Vpn, Windows Operating System, Active Directory, Remote Access, Printing and Peripheral Devices, OneDrive, Sharepoint, Teams, Basic Network Connectivity

French Speaker - Telecom Sourcing Factory Analyst

Orange Business Services
Egypt, Cairo

Skills:

quotation tools, financial analysis, Negotiation Skills, Ms Office Tools, Analytical Skills, knowledge of OBS products and partners catalog, knowledge of telecommunications markets

Information Security Governance Analyst

ssc hr solutions
Egypt

Skills:

Archer, Iso 27001, OneTrust, data protection laws, risk management, GRC platforms, ServiceNow GRC

Operations Finance Analyst

Philip Morris International
Egypt, Cairo

Skills:

Ms Excel, SAP, Ms Office, Operations

QA Analyst (Mobile, Web & Content Testing) - 6 Months - Octopus by RTG

robusta studio
Egypt

Skills:

JIRA, Software Quality Assurance, Agile Scrum, Web Application Testing, Selenium, Defect Management, Regression Testing, Appium, Postman, Servicenow, Mobile Application Testing, Browserstack, Espresso, Accessibility Testing, Cross-Browser Testing, Cypress, Playwright, Content QA, API Integration Testing, CMS Validation, XCUITest, UI UX Validation