IT Service Support Analyst Senior Clerk
On-site Cairo, Cairo Governorate, Egypt 0093
Description
a) Receives and logs on to the Help Desk Support system’s all telephone calls about problems related to hardware/software, networking, internet, and other requests, such as installation of equipment, movement of equipment, installation of software/applications, updates, etc.
b) Obtains the nature and details of the problems/requests, does further investigations, and then passes on to the concerned department personnel or vendor.
c) Performs first line of troubleshooting for all PC users’ related problems. Provides technical support to their queries/problems about Windows, MS Office, other applications, etc.
d) Ensures that the reported problems or requests are dealt with according to set-up procedures and proper solutions are provided.
e) Monitors and tracks all outstanding problems/requests and ensures that these are resolved without undue delay.
f) Keeps users informed about the status of their inquiry, based on the information received from concerned sections/vendors.
g) Installs or co-ordinates for the installation of PC hardware & software which includes printer/LAN Cards/Modems and related drivers and other application software installation.
h) Organize and control inventory for all devices.
i) Arrange for the repair, preventive maintenance, and replacement of PCs and Printer equipment, as and when required.
j) Assists in the maintenance of the IT Division’s Inventory System.
k) Performs any other related duties as assigned.
Has frequent contact with all bank users to solve their computer software and hardware problems. Contacts external vendors for support and equipment procurement. Contacts require tact and skillful communication ability.
Requirements
a) University graduate.
b) 0-2 year experience in relevant work in banking applications.
c) Diversified knowledge in PC concepts, Window Operating System and related Products. Knowledge of Networking and Bank’s application systems.
d) Knowledge of Microsoft Service Management System, file & directory maintenance, PC printer problems, etc.
e) Good knowledge of English / Arabic languages.
