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 makes sure the users in his operating country (OpCo) of responsibility receive the right level of support. The main objectives of this position are:
- Fulfill and remediate user requests and incidents on time and with expected quality.
- Ensure the appropriate level of communication with the users.
- Respect the Service Level commitments defined with the users.
Responsibilities:
- Provide the 1st level of support, (OS, network, hardware, software, peripherals, etc.) to all employees in scope.
- Manage the IT facilities (Data Center) in the site.
- Classifies and prioritizes requests and incidents.
- Ensure the coordination of 1st, 2nd and 3rd level support .
- Work proactively on root cause analysis, problem solving and standard operating procedures creation.
- Answer inquiries and provide basic training to users in the proper use of hardware and software.
- Handle the communication to end users and other IT departments
- Ensure the Service Level commitments are respected
- Follow and implement the security, internal control and standardization principles defined by the group and regional teams.
- Implement service enhancements that improves the reliability, usability, security, supportability and performance of the desktop environment.
- Apply Lafarge IT security standards on all computers in terms of anti-virus, security updates, OS updates and users authorized access.
- Provide network connectivity to LH resources & and support for the visitors.
- Ensure compliance with Lafarge standards in terms of HW, SW and enforce Lafarge IT policy.
- Monitor the printing consumption and the attendance systems.
- Receive and deliver of network devices and toners in the site.
- Approve work permits for any needed civil work to avoid any IT network damages.
- Keep track of IT user's assets and scarp and prepare computers, printers as a donation for social activities.
- Update the inventories, scrap and donations.
Education, Qualifications & Experience:
Education:
- Graduate degree in Management, Computer Science, or related discipline with an IT focus.
Technical 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.
Experience:
- At least 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.
