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Job Title: Workplace Senior SD Analyst

Purpose In line with organization’s objectives and business needs, provide functional and technical support in Workplace Services area and provide guidance to less experimented colleagues Core Responsibilities Technical Support Conduct root cause analysis on recurring or complex incidents Involved in Incident, Problem and Service Request Management.

- Provide workarounds and solutions based on Service Level Objectives.

- In the case of Problem Management, report/escalate issue to Service Desk Manager.

- Propose or recommend IM&T Services modifications to the Service Desk manager to reduce user impact.

- Participate to new IM&T Service testing, deployment and stabilization.

- Maintain and stays current with evolving Information technology.

- Escalate recurring or painful issues to problem managers.

- Contribute to resolution of problem under supervision/prioritisation of problem manager Communication Clarify tickets logged with requesters and communicate about resolution progress.

- Ensure satisfactory customer service and prompt response times to the requesters based on service level [removed] her/his support knowledge with peers in the same team and maintain associated documentation Communicate with user community to provide the status of open problems and the changes associated with new solutions Escalate significant issues or outages to the management Send RCA (root cause analysis) to IM&T management Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.

- Information Security Ensure security rules implementation as per the policies.

- Risk management Participate in risk identification, ranking People management Coach less experimented analyst in daily work procedure and expertise, including communication to the user community, Academic Background Required university degree in IT related degree.

- Certification/Training in the assigned area will be an added advantage.

- Professional Experience Minimum 3 years of experience in domain of expertise Technical Skills Extensive knowledge in domain of expertise.

- Strong knowledge of Microsoft based operating systems General knowledge of IT infrastructure : Lan, WAN, Windows servers, active directory Good knowledge of informatics hardware (PC, Printer, scanner, smartphones [removed]) Basic Knowledge in SAP system (account, print)ITIL qualification is preferable but not essential.

- Knowledge about business processes.

- Fluent in English & one other language.

- Additional language is a plus.

- ** Position is based in Egypt
Send us an email at recruitment@wazayef.online
*Subject: Job Link (eg. https://wazayef.online/job/job_title_slug
*Body: Write about yourself
*Attachment: Your CV + Portfolio(If it exists or the job needs)

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*Send us an email at recruitment@wazayef.online


*Subject: Job Link (eg. https://wazayef.online/job/job_title_slug
*Body: Write about yourself
*Attachment: Your CV + Portfolio(If it exists or the job needs)


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