About Minapharm
Minapharm Pharmaceuticals is a leading pharmaceutical company in Egypt and the Middle East with its subsidiary MigenTra Egypt the premier biopharmaceutical company in Africa with over 20 years of experience in cellular and bioprocess engineering. Headquartered in Cairo, Minapharm commercializes over 100 life-saving and life-enhancing products ranging from small molecules to complex genetically engineered proteins, with an impressive immunotherapy pipeline. Minapharm's wholly-owned Berlin-based subsidiary, ProBioGen AG, is a world-renowned contract development and manufacturing organization (CDMO), a cell line-engineering specialist, and a provider of proprietary protein and viral vector technologies to large pharma and the global biotech industry. Minapharm has established an integrated business model making it to date the only gene-to-market biopharmaceutical company in the region. Minapharm employs a collective workforce of over 1400 individuals.
Our Values:
- Diversity & Respect
- Integrity & Accountability
- Collaboration
- Leadership & Empowerment
- Innovation & Continuous Learning
Job Summary:
Manage IT Helpdesk team in assisting various departments across the company with technical issues or questions relating to computer hardware or software devices.
Duties & Responsibilities:
- Serve as the first point of data for customers (Employees) seeking technical assistance.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Walk the customer through the problem-solving process.
- Direct unsolved issues to the next level of supporting personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Determine the best solution based on the issue and details provided by customers
- Lead Helpdesk Officers in Installation and configuration of computer hardware operating systems and applications
- Monitoring team performance and developing feedback reports.
- Communicating with customers(employees)and providing in-person and phone support, if required.
- Troubleshooting and resolving technical issues.
- Making recommendations to improve operational efficiency.
- Managing escalations and ensuring any issues are resolved promptly.
- Monitor performance and manage parameters to provide fast responses to front-end users.
- Follow up ticketing system.
- Perform any other duties as assigned.
Job Requirements
Experience:
- 9-12 years in relevant experience with a must experience in large volume enterprise
Education:
- Bachelor's degree Computer Science or computer management.
Training:
Location: 10th of Ramadan
Benefits:
- Transportation is provided
- Annual profit share
- Medical & life insurance
