IT Service Delivery Specialist

The Role

Job Description

• Responsible for 1st level IT support according to corporate standard IT policies and procedures.
• Follow up on all the company custody, fixed assets (laptops, PCs, and servers) for new staff, resigned staff, temporary custody, and any custody transfer.
• Implement, maintain, and adhere to corporate information security policies.
• Perform account creation/update activities (Mail, AD, Voice, etc.).
• Receive and handle service desk tickets acting as level 1 support for all IT services and solutions used; desktop components; hardware, software, business solutions, etc.
• Perform all desktop support functions including but not limited to OS support, laptop hardware troubleshooting, printing support, and voice system support.
• Ensure the implementation of desktop policies and controls.
• Support all desktop hardware (PCs, laptops, printers, voice, etc.) and report faulty equipment within the company to senior service delivery staff.
• Adhere to SLAs (Service Level Agreements) defined for all types of IT services within scope.
• Share knowledge with the team regarding the resolution of unknown issues.
• Understand and implement IT processes.
• Provide feedback contributing to process improvement.
• Contribute to the knowledge base by adding new technical problems/errors and how to resolve them.

Personal Skills

• Good interpersonal skills.
• Good problem-solving techniques.
• Ownership and self-motivation.

Technical Skills

• Operating systems (Windows 10, Windows Server).
• ITIL Foundation.
• Basic network knowledge.
• Microsoft desktop applications.
• Basic hardware support.

Education

• B.Sc. of Engineering, Information Technology or equivalent.

Requirements About the company Giza Systems, a leading systems integrator in the MEA region, designs and deploys industry-specific technology solutions for asset-intensive industries such as the telecoms, utilities, oil and gas, hospitality and real estate among other market sectors. We help our clients streamline their operations and businesses through our portfolio of solutions, managed services, and consultancy practice. Our team of 1000 professionals are spread throughout the region with anchor offices in Cairo, Riyadh, Dubai, Doha, Nairobi, Dar-es-Salaam, Abuja, Kampala and New Jersey, allowing us to service an ever-increasing client base in over 40 countries.