Tuesday , May 21 2024

CIB Internship – Technical Analyst

Website CIB

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