WHO IS LAFARGE
As a member of Holcim Group, a global leader in innovative and sustainable building solutions, Lafarge is enabling greener cities, smarter infrastructure, and improved living standards all over Egypt. With sustainability at the core of our strategy, we are becoming a net-zero company, thriving with our people and communities. Lafarge Egypt launched one of the largest cement plants in the MENA region which is located in Ain Al-Sokhna, with a plant capacity of 9.5 MT and 5 state-of-the-art production lines. Through its established business operations in Cement, Ready-Mix concrete, Lafarge Egypt has demonstrated its commitment to the provision of sustainable building materials. Lafarge Egypt continuously seeks to meet the needs of a wide range of customers including but not limited to individual homebuilders, large construction companies, architects, or local artisans, powered by 1500 passionate employees.
Overview:
- The IT User Support Specialist ensures that all employees within their operating country (OpCo) receive timely and high-quality technical assistance. This role is the first point of contact for IT issues, focusing on fulfilling user requests, resolving hardware/software incidents, and maintaining clear communication to ensure a seamless digital workplace.
Responsibilities:
1. Technical Support & Troubleshooting:
- Provide 1st level support for Windows OS, basic software (Office 365), and hardware (Laptops, Desktops, Mobiles).
- Troubleshoot peripheral devices including printers, scanners, and docking stations.
- Classify and prioritize incoming tickets based on urgency and impact.
- Answer user inquiries and provide basic training on how to use company hardware and software effectively.
2. Incident Coordination & Problem Solving:
- Act as the bridge between users and advanced IT teams, coordinating 1st, 2nd, and 3rd level support when needed.
- Assist in root cause analysis for recurring issues and help create Standard Operating Procedures (SOPs) for the helpdesk.
- Implement desktop environment enhancements to improve system reliability and usability.
3. IT Security & Compliance:
- Follow and implement group security standards, ensuring anti-virus and OS updates are applied to all user devices.
- Manage user authorized access in accordance with internal control principles and IT policies.
- Assist in monitoring IT-related systems such as printing consumption and attendance systems.
4. Asset & Facility Management:
- Maintain an accurate inventory of IT assets (Laptops, Monitors, Peripherals).
- Handle the receipt and delivery of IT supplies, such as toners and user hardware.
- Manage the lifecycle of hardware, including tracking scrap equipment and preparing older machines for social donation programs.
- Perform basic physical monitoring of the local site's server room/data center facilities to ensure safety and cleanliness.
- Update the inventories, scrap and donations.
5. User Connectivity:
- Assist visitors and employees with basic network connectivity (Wi-Fi access) to ensure they can reach LH resources.
Education, Qualifications & Experience:
Education:
- Bachelor Degree in Management, Computer Science, or related discipline with an IT focus.
Skills:
- Ability to conduct research into application development issues and products.
- Analytical, design and development skills including troubleshooting and integration of IT services.
- Competency in developing efficient and effective solutions to diverse and complex business problems.
- Ability to implement IT policies and governance.
- English Profile: B1+ (Professional)
Experience:
- 1-2 years in IT End User services experience (Helpdesk)
- Broad technical knowledge of IT.
- Understanding of IT services, technology and solutions.
- Experience in a related industry (cement, aggregate, ready-mix) is a plus.
Behavioral / managerial competencies:
- Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance to service level commitments.
- High willingness to drive transformation and service improvement.
- Strong customer / end-user / client service orientation.
- Keen attention to detail.
- Capability for problem solving, decision making, sound judgment, assertiveness.
WHO ARE LAFARGE PEOPLE
Lafarge people are passionate about finding better ways to build. They embrace innovation and improvement with a pioneering spirit. They work as trusted partners, creating better solutions and experiences for their customers, communities, and colleagues.
YOUR LAFARGE EXPERIENCE:
At Lafarge, there is endless opportunity for you to play your part. Whether you're in a technical, managerial, or frontline role, you can shape a career that works for you. With us you'll have the chance to embrace the passion we share for our planet. You'll be encouraged to seek out diverse perspectives, share your ideas, and build the skills and connections you need to perform at your best. Because it's only when we work together in a culture where everyone thrives, that we can build the world we all want to live in.
