Job Description: Provide effective and efficient 1st level of support to all CIB Staff/GTS clients to resolve the reported challenges in order to enable different business areas proceeding with their daily work smoothly. Job Responsibilities: Take ownership of users’ interactions/incidents, follow up on the status of problems on behalf of the user, and communicate progress in a timely manner, to ensure that cases are resolved. Escalate IT services incidents and Requests, which cannot be resolved within agreed time scale to the 2nd line of support, to resolve the cases successfully. Provide single point of contact for CIB end users/GTS clients regarding IT incidents and requests through phone calls, online tickets, to resolve and offer technical support for related IT issues. Deliver proactive actions to maintain high level of customer satisfaction. Follow Up on 2nd line of support on daily basis for all pending cases, to ensure that cases are resolved. Meet Service Desk (KPI) Key Performance Indicators as set by the Service Desk Manager to Improve efficiency, ensure cost effectiveness and increase customer satisfaction. Receive, log all interaction/ incidents and manage calls from CIB end users/GTS clients via phone, email, and online tickets, and deliver proactive actions to maintain high level of customer satisfaction. Job Requirements: Analyst: 0 - 2 years of experience, Senior Analyst: 3 - 5 years of experience An ITIL qualification is a plus Good command of English and Arabic languages Good qualifications in Computers / Communication Engineering Excellent communication skills Bachelor’s degree of Computer Engineering/Computer science or its equivalent Job Details: Company: CIB Vacancy Type: Full Time Job Location: Luxor, Egypt Application Deadline: N/A Apply Here careers-trivia.com
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