Job Description

Responsible for managing the Global IT Service Desk Operations and assuring users are provided efficient and timely first and second level support on a 7×24 basis.

  • Perform staff scheduling to ensure Service Desk coverage during normal business hours and on-call support as required;
  • Manage the Service Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities;
  • Provide staff support for administrative tasks and projects relative to the Service Desk Team deliverables;
  • Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems;
  • Invoke problem escalation procedures to coordinate recover;
  • Isolate problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found;
  • Ensure that weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department;
  • Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in call center issues;
  • Ensure that decisions made to improve the overall customer support of the Service Desk are continually carried through
  • Coordinate training requirements of Service Desk personnel and knowledge transfer;
  • Carry out New Hire Orientation and interview process;
  • Liaise with client, vendor and internal team regarding a project, initiatives and issues
  • Participate in internal and external audit and certification;
  • Assists in the development and implementation of quality improvement programs for assigned department(s);
  • Solve problems and make decisions daily relative to Service Desk responsibilities.
  • Ensures that effective Service Desk representation takes place for the coordination of work processes and projects with other departments and divisions;
  • Performed other duties and responsibilities as assigned by the Senior Management of IT

Educational Background:

  • College/Associates Degree in Information Technology or bachelor’s degree in related field

Technical Skills: (knowledge, experiences, IT tools/software, languages)

  • Minimum of 6 years of experience in a technical support environment or similar role and 3 years supervisory role
  • Must be qualified for the Level III Service Desk (Please refer to SD JD)
  • Self-motivated achiever who gains satisfaction from providing excellent customer service with proven track record in achieving customer satisfaction and end-user satisfaction
  • Excellent and effective communication and presentation skills – written, verbal and telephone manner
  • Excellent interpersonal skills for establishing and maintaining effective working relationships
  • Proven problem solving and troubleshooting skills, facilitating the efficient and effective identification of problems and application of appropriate solutions.
  • Ability to comprehend and resolve the problems experienced by staff using software application programs

Soft Skills:

  • Excellent Communication in English or French or German and Spanish (depending on the site requirement)
  • Ability to multitask – Sense of urgency; maintain a positive attitude
  • Good planning, organizing, problem solving and time-management skills
  • Willingness and ability to respond to call-outs in the evening, nights, and on weekends.
  • Willingness and ability to be available for occasional emergency work or projects that might require coming in early, staying late or working on weekends.
  • Willingness to travel as required
  • Ability and willingness to maintain the absolute confidentiality of all sensitive files and materials accessed, discussed or observed while in the performance of duties

Working Time

Full Time

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