IT Helpdesk Analys

Job Information

Job Opening Status

In-progress

INDUSTRY

Attorneys/Law Firms

LOCATION

Egypt

Work Experience

3+

Job Description

Managing day-to-day user requests of all offices; record, fix or escalate issues accordingly

· Monitoring the continuous operation and health of the office IT environment

· Maintaining IT environment documentation, like the IT Asset Register and laptop pool; identifying, suggesting and implementing IT improvements

· Managing the office IT infrastructure on the ground (door access systems, CCTV, telephone system, end user computing devices, print production, mobile devices, meeting room setup)

· Supporting regular team member visits to offices

· Contributing to the evolution of the IT Helpdesk system (process, usability, reporting)

· Coordinating work with the firm’s suppliers

· Analysing statistics, reading and creating reports

· Support the delivery of the firm’s IT strategy

· Contributing, planning and controlling change

· Contributing to IT projects



Requirements

Minimum 3+ years’ experience in supporting users in an IT first line support role, ideally experience in an organisation larger than 200 users

· Excellent team player.

· Very good Microsoft Office skills in Word, Outlook, PowerPoint and Excel, ideally MCP certificate

· Passion for people, technology, service and IT processes and be able to see the big picture as well as the finer details of the IT environment

· Sound understanding of ITIL processes is a must, ideally supported by an ITIL Foundation Certificate

· Strong customer focus combined with negotiation skills and ability to execute

· Effective time management, prioritising and delegation

· Self-driven / self-motivated individual always seeking to improve current practice

· Excellent communication and interpersonal skills, for dealing with a range of personalities on all levels in a positive, direct and diplomatic way

· Familiar with industry standard systems and concepts (Windows environments – AD and Exchange, Microsoft Office Applications, Printing, Telephony, Network and IT security)

· Ability to setup, maintain and trouble shoot Audio/Video setups (Meeting rooms)



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