The Global Service Desk team is looking for two talented Service Desk Analysts to join the Service Desk team based in Cairo.
As a Service Desk Analyst, you will be a member of staff providing 24x7x365 support. Service Desk Analysts need to be strong problem solvers who are genuinely interested in helping people. As much of our work is conducted over the phone, chat, and email, excellent verbal and written communication skills are essential. Patience and the ability to handle pressure are important, along with the ability to work both independently and as part of a team.
Main Responsibilities:
- Provide first-line support to internal customers for service desk issues, including hardware and software support requests via phone, chat, email, or online tickets.
- Work to resolve internal customer service desk issues by providing troubleshooting, fixes, workarounds, training, and guidance.
- Escalate more complex service desk issues to the relevant Siemens IT team or technician within prescribed time limits.
- Manage service desk requests from receipt through to resolution or escalation.
- Log all internal customer interactions in the ticketing system.
- Document incident resolutions and knowledge for reuse by internal customers and IT support personnel.
- Comply with all IT Service Management processes and best practices.
- Participate, as requested, in IT releases by testing usability from an internal customer's perspective.
- Drive continuous improvement in IT request and support processes.
- Work on additional projects as requested and pre-approved by the team lead or manager.
- Be flexible to work any shift or overtime as required.
Required Skills, Knowledge, and Experience:
- Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related technical field.
- 1–3 years of experience in a relevant technical field.
- Excellent knowledge of current Microsoft-based operating systems.
- Strong working knowledge of multiple browsers (e.g., IE, Chrome, Firefox).
- Previous Help Desk/Service Desk experience is a plus.
- Knowledge, training, or experience with Linux, Unix, or Mac is desirable.
- Strong interpersonal skills and ability to work effectively in a team.
- Self-motivated, with strong organizational, analytical, and problem-solving skills.
- Experience in using and troubleshooting Microsoft Office and Office 365, with emphasis on Teams, Outlook, Word, Excel, PowerPoint, and SharePoint.
- Knowledge of antivirus software, PKI, data security, and data encryption is desirable.
- Hands-on experience with setup and troubleshooting of remote connectivity.
- Basic understanding of PC hardware setup and configuration is desirable.
- Familiarity with networks and troubleshooting network connection issues.
- Knowledge of account management and Active Directory (add/change) is preferred.
Working Conditions:
- Ability to talk on the phone for long periods of time.
- Flexibility to work any shift or overtime as required.
If interested, please send your CV to [Confidential Information] and [HIDDEN TEXT] with the subject Two Service Desk Analysts - Contractor Position
