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Helpdesk Analyst (274016)


Information Technology
Mid Career (2-6 years)
Not specified


Not specified
Katameya, Cairo, Egypt
Saudi Arabia


  • Responsible for the first level support of customers and distributors in the region by responding to their requests and resolving their issues in a timely manner.
  • Respond to requests for technical assistance via logged tickets, emails, or phone.
  • Research customers inquiries and questions using available information resources and advise customers on best practice and actions.
  • Follow standard help desk process and procedures.
  • Log all help desk calls in the helpdesk tool, properly classify them and keep them updated at all times.
  • Diagnose remotely and provide basic troubleshooting of the issue reported.
  • Collect the needed data from the customer to troubleshoot the issue.
  • Properly escalate on time unresolved queries to the next level of support.
  • Track, route and redirect problems to correct teams and resources.
  • Manage support through 3rd parties.
  • Provide updates to the customers on the progress and results of the troubleshooting.
  • Follow up with internal stakeholders and customers, provide feedback and see problems through to resolution.
  • Participate in Problem Management to help detecting recurrent and major incidents, contribute to the problem analysis and resolution and documentation.
  • Utilize excellent customer service skills and exceed customers’ expectations.
  • Ensure proper recording, documentation, resolution and closure of all issues.
  • Develop and grow knowledge of help desk procedures, products and services.
  • Monitor and report on all related help desk KPI’s to meet and exceed the target from initial response, remote fix rate, first time fix, resolution time and SLA targets.
  • Responsible for software updates and patch deployment for target customers.
  • Follow and maintain the warranty process for hardware replacement.
  • Maintain spares stock and follow the right replenishment process to ensure parts availability in stock and avoid impact on SLA.


  • Bachelor’s degree in engineering, Computer Science or related major from a reputable university.
  • 2 - 3 years of experience in helpdesk related role.
  • Preferable BI Knowledge, Ticketing tools knowledge, ITIL knowledge, Kaizen knowledge.
  • Customer facing experience.
  • Background in Incident and Problem Management.
  • Fluency in English and French languages is a must.
Created on25 Aug 2022
Last updated on13 Jul 2023
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