225 Helpdesk Management jobs in Egypt

Provides IT support to customers regarding technical issues related to everyday usage of their Digital Workplace. In order to provide the high-quality standard service to customers, Service Desk Analysts analyzes and resolves most common enquiries and cooperates with IT specialist team to deal with more complex issues.

Provides the IT support to customers regarding technical issues related to everyday usage of a computer. A more senior Service Desk Analyst, who analyzes and resolves most common enquiries and is able to resolve some more complex issues. They will cooperate with IT specialist team to deal with the most complex issues. They will drive continuous improvement and may also be Team Leads within the Service Desk organisation.

JOB PURPOSE:

To be a focal point for all IT related Incidents impacting Systems in order to be managed according to Incident Management process and work on resolving them while minimising impact on business operations.

Description

Incidents Handling:

1.Validate and investigate reported complaints before initiating calls or gathering required resources for incident resolving.

2.Report all incidents to Incident Manager to set priorities and assign tasks.

3.Prepare incidents communication to impacted business areas.

4.Capture Incident details and update all necessary tools and documents.

5.Ensure that Incident Management KPIs are recorded and their targets met.

6.Provide single point of contact for IT Staff regarding Systems incidents through phone calls, emails and online tickets.

7.Ensure the closure of all resolved and end-user confirmed Incident records.

8.Coordinate and follow up with different IT parties for incident report proper fulfilment and delivery.

Policies, Processes and Procedures

9.Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner

Day-to-day management

10.Follow the day-to-day operations related to own jobs in the IT Service Management & End User Support department to ensure continuity of work

Compliance

11.Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB's sound legal position and mitigate any potential risks

Qualifications

Qualifications & Experience

 Bachelor's degree of Computer Engineering/Computer science or its equivalent.

From 1-3 years of experience in IT Service Management

ood qualifications in Computers / Communication Engineering

nderstanding of Service Level Agreements and their application

ood analytical skills, structured and methodical approach

bility to work independently and make decisions where necessary

Skills

emonstrated commitment to the provision of excellent customer support.

bility to work and handle different situations without supervisor interference.

bility to work as a member of a team.

ood oral and written communication skills.

ood organizational skills.

Primary Location: Egypt-Giza-SMART VILLAGE BLDG. 1

Work Locations: B219 - Financial District, Smart Village, Cairo - Alex Desert Road

Job: Back Office

Organization: FINANCE, STRATEGY, OPERATIONS & TECHNOLOGY

Shift: Day Job

Job Type: Full-time Employee

JOB PURPOSE:
To be a focal point for all IT related Incidents impacting Systems in order to be managed according to Incident Management process and work on resolving them while minimising impact on business operations.

Description

Incidents Handling:

1. Validate and investigate reported complaints before initiating calls or gathering required resources for incident resolving.

2. Report all incidents to Incident Manager to set priorities and assign tasks.

3. Prepare incidents communication to impacted business areas.

4. Capture Incident details and update all necessary tools and documents.

5. Ensure that Incident Management KPIs are recorded and their targets met.

6. Provide single point of contact for IT Staff regarding Systems incidents through phone calls, emails and online tickets.

7. Ensure the closure of all resolved and end-user confirmed Incident records.

8. Coordinate and follow up with different IT parties for incident report proper fulfilment and delivery.

Policies, Processes and Procedures

9. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner

Day-to-day management

10. Follow the day-to-day operations related to own jobs in the IT Service Management & End User Support department to ensure continuity of work

Compliance

11. Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB s sound legal position and mitigate any potential risks

Qualifications & Experience

Bachelor s degree of Computer Engineering/Computer science or its equivalent.

From 1-3 years of experience in IT Service Management

Good qualifications in Computers / Communication Engineering

Understanding of Service Level Agreements and their application

Good analytical skills, structured and methodical approach

Ability to work independently and make decisions where necessary

Skills

Demonstrated commitment to the provision of excellent customer support.

Ability to work and handle different situations without supervisor interference.

Ability to work as a member of a team.

Good oral and written communication skills.

Good organizational skills.

Role Purpose:
Resolve standard and complex technical issues related to Vodafone Germany fixed products as Internet, MPLS,VOIP and cloud products for Enterprise Customers in dynamic and customer critical environment

Key accountabilities and decision ownership:

• Perform fault troubleshooting, identification and resolution for Vodafone Germany Enterprise Customers
• Solve the Incident within the comply SLA and meet the agreed KPI
• Deal with different Internal Competence Teams ,Carriers and 3rd Parties to solve the ticket when needed to solve the ticket within SLA
• Work on Shift basis 24*7 including weekends and public on rotational basis

Core competencies, knowledge and experience:

• 0-2 years of experience in Troubleshooting and Network Operations in IP Complex Solutions
• Basic IP and Voice knowledge/ Experience in the area of Routing ,Switching and IP services (DNS,DHCP,.etc)
• Good knowledge of Vodafone fixed, mobile and convergence products and the Vodafone portfolio tool is desirable
• Excellent Customer Orientation and high communication Skills
• Fluent in German (Written and Spoken )- Minimum C1 Level
• Good Analytical Skills

#VOIS #BeUnrivalled #Createthefuture

Resolve standard and complex technical issues related to Vodafone Germany fixed products as Internet, MPLS,VOIP and cloud products for Enterprise Customers in dynamic and customer critical environment

• Perform fault troubleshooting, identification and resolution for Vodafone Germany Enterprise Customers.
• Solve the Incident within the comply SLA and meet the agreed KPI
• Deal with different Internal Competence Teams ,Carriers and 3rd Parties to solve the ticket when needed to solve the ticket within SLA .
• Work on Shift basis 24*7 including weekends and public on rotational basis.

• 0-2 years of experience in Troubleshooting and Network Operations in IP Complex Solutions
• Basic IP and Voice knowledge/ Experience in the area of Routing ,Switching and IP services (DNS,DHCP,.etc)
• Good knowledge of Vodafone fixed, mobile and convergence products and the Vodafone portfolio tool is desirable.
• Excellent Customer Orientation and high communication Skills
• Fluent in German (Written and Spoken )- Minimum C1 Level
• Good Analytical Skills

Egypt (Cairo)

Information Technology

Hybrid

Experienced Professionals

Department: Enabling Technology, Digital & Technology Platform Services

We are seeking for a leader to join our new Service Integration and Management team, that will manage multiple service providers and integrate their services to provide a single, seamless service to the internal customer.

The Incident & Problem Management leader within a Service Integration & Management (SIAM) organization is responsible for managing the end-to-end process of incident and problem management to ensure minimal disruption to business operations. This role aims to swiftly restore normal service operation following incidents, and to proactively identify and resolve problems to prevent recurrence. The Incident & Problem Manager works collaboratively across multiple service providers, ensuring alignment with ITIL v4 and IT4IT best practices to deliver seamless and integrated IT services, reporting to Service Management Platform Manager.

YOUR KEY RESPONSIBILITIES:

• Incident Management:

o Coordinate and manage the incident management process end-to-end, ensuring incidents are logged, categorized, prioritized, and resolved within agreed service levels across vendors

o Act as the escalation point for complex multi-vendor incidents and transfer major incidents (IMCR) to Business Continuity team

o Ensure service providers provide timely and accurate communication to stakeholders during incidents, providing regular updates on status and actions taken

o Facilitate incident & problem swarms to ensure smooth x-vendor collaboration on incidents

o Conduct post-incident reviews to identify root causes and corrective actions to prevent recurrence for repetitive incidents

o Monitor and report on incident trends, identifying areas for improvement

• Problem Management:

o Implement and manage the problem management process, ensuring problems are identified, logged, analyzed, and resolved in a timely manner

o Conduct root cause analysis (RCA) for problems, working with cross-functional teams to identify and implement permanent solutions

o Ensure timely maintenance of the Known Error Database (KEDB) and ensure it is up-to-date with known issues and workarounds

o Proactively identify problem trends and patterns, driving continuous improvement initiatives

o Develop and maintain problem management metrics and reports, providing insights to management and stakeholders

• Collaboration and Communication:

o Coordinate multiple service providers within the SIAM ecosystem to ensure cohesive and efficient incident and problem management processes

o Facilitate communication between service providers, ensuring alignment and effective resolution of incidents and problems

o Organize and lead regular incident and problem management reviews with stakeholders

• Process Improvement:

o Continuously improve incident and problem management processes in line with ITIL v4 and IT4IT best practices

o Identify opportunities for automation and optimization within incident and problem management activities

o Analyze data to identify trends, recurring issues, and problem patterns, using these insights to drive informed decision-making and continuous improvement initiatives

o Ensure documentation and knowledge articles are created and maintained for incident and problem management processes

• Compliance and Governance:

o Ensure compliance with organizational policies, standards, and regulatory requirements

o Participate in audits and ensure readiness for compliance checks related to incident and problem management

o Develop and maintain incident and problem management policies, procedures, and standards

ARE THESE YOUR SECRET INGREDIENTS?

• Bachelor's degree in information technology, Computer Science, or related field
• ITIL v4 certification required; additional certifications in IT4IT or SIAM are a plus
• Proven experience (5+ years) in incident and problem management within a complex, multi-vendor environment
• Strong understanding of SIAM principles and experience working in a SIAM ecosystem
• Excellent analytical and problem-solving skills, with a keen eye for detail
• Strong leadership and communication skills, with the ability to manage multiple stakeholders
• Experience with IT Service Management (ITSM) tools such as ServiceNow, BMC Remedy, or similar
• In-depth knowledge of ITIL v4 and IT4IT best practices
• Strong understanding of incident and problem management processes and techniques
• Proficiency in conducting root cause analysis and implementing corrective actions
• Ability to manage major incidents and lead cross-functional teams under pressure
• Excellent written and verbal communication skills
• Strong collaboration and interpersonal skills, with the ability to work effectively with diverse teams

ABOUT YOUR NEW TEAM:

We are Coca-Cola Hellenic, a growth-focused consumer goods business and strategic bottling partner of the Coca-Cola Company. We bottle, distribute and sell an unrivalled range of products in 29 markets in Europe, Africa and Eurasia. As we do, we create value for all stakeholders, support socio-economic growth and build a more positive environmental impact.

We bring together more than 30,000 people from over 70 nationalities, coming from five continents. The diversity of our markets, from mature to emerging economies, provides a wide range of attractive opportunities for growth.

We nurture our talents. We give opportunities to people across all functions and levels, as well as different geographies, backgrounds and education. We are willing to take a risk on the people we believe in, even if they don't have the perfect experience. We have faith in what every person can be.

And although we have so much to be proud of, we always stay humble. We believe the real magic happens – for us and for you – when we OPEN UP.

AT COCA-COLA HBC, DIVERSITY HELPS US THRIVE

At Coca-Cola HBC, we are an inclusive employer that thrives on diversity. This means our environment provides equal opportunities for all, regardless of race, color, religion, age, disability, sexual orientation, or gender identity. Join us in nurturing a culture where everyone belongs and contributes to our collective success.

Department:
Enabling Technology, Digital & Technology Platform Services

We are seeking for a leader to join our new Service Integration and Management team, that will manage multiple service providers and integrate their services to provide a single, seamless service to the internal customer.

The Incident & Problem Management leader within a Service Integration & Management (SIAM) organization is responsible for managing the end-to-end process of incident and problem management to ensure minimal disruption to business operations. This role aims to swiftly restore normal service operation following incidents, and to proactively identify and resolve problems to prevent recurrence. The Incident & Problem Manager works collaboratively across multiple service providers, ensuring alignment with ITIL v4 and IT4IT best practices to deliver seamless and integrated IT services, reporting to Service Management Platform Manager.

YOUR KEY RESPONSIBILITIES:

• Incident Management:

o Coordinate and manage the incident management process end-to-end, ensuring incidents are logged, categorized, prioritized, and resolved within agreed service levels across vendors

o Act as the escalation point for complex multi-vendor incidents and transfer major incidents (IMCR) to Business Continuity team

o Ensure service providers provide timely and accurate communication to stakeholders during incidents, providing regular updates on status and actions taken

o Facilitate incident & problem swarms to ensure smooth x-vendor collaboration on incidents

o Conduct post-incident reviews to identify root causes and corrective actions to prevent recurrence for repetitive incidents

o Monitor and report on incident trends, identifying areas for improvement

• Problem Management:

o Implement and manage the problem management process, ensuring problems are identified, logged, analyzed, and resolved in a timely manner

o Conduct root cause analysis (RCA) for problems, working with cross-functional teams to identify and implement permanent solutions

o Ensure timely maintenance of the Known Error Database (KEDB) and ensure it is up-to-date with known issues and workarounds

o Proactively identify problem trends and patterns, driving continuous improvement initiatives

o Develop and maintain problem management metrics and reports, providing insights to management and stakeholders

• Collaboration and Communication:

o Coordinate multiple service providers within the SIAM ecosystem to ensure cohesive and efficient incident and problem management processes

o Facilitate communication between service providers, ensuring alignment and effective resolution of incidents and problems

o Organize and lead regular incident and problem management reviews with stakeholders

• Process Improvement:

o Continuously improve incident and problem management processes in line with ITIL v4 and IT4IT best practices

o Identify opportunities for automation and optimization within incident and problem management activities

o Analyze data to identify trends, recurring issues, and problem patterns, using these insights to drive informed decision-making and continuous improvement initiatives

o Ensure documentation and knowledge articles are created and maintained for incident and problem management processes

• Compliance and Governance:

o Ensure compliance with organizational policies, standards, and regulatory requirements

o Participate in audits and ensure readiness for compliance checks related to incident and problem management

o Develop and maintain incident and problem management policies, procedures, and standards

ARE THESE YOUR SECRET INGREDIENTS?

• Bachelor's degree in information technology, Computer Science, or related field

• ITIL v4 certification required; additional certifications in IT4IT or SIAM are a plus

• Proven experience (5+ years) in incident and problem management within a complex, multi-vendor environment

• Strong understanding of SIAM principles and experience working in a SIAM ecosystem

• Excellent analytical and problem-solving skills, with a keen eye for detail

• Strong leadership and communication skills, with the ability to manage multiple stakeholders

• Experience with IT Service Management (ITSM) tools such as ServiceNow, BMC Remedy, or similar

• In-depth knowledge of ITIL v4 and IT4IT best practices

• Strong understanding of incident and problem management processes and techniques

• Proficiency in conducting root cause analysis and implementing corrective actions

• Ability to manage major incidents and lead cross-functional teams under pressure

• Excellent written and verbal communication skills

• Strong collaboration and interpersonal skills, with the ability to work effectively with diverse teams

ABOUT YOUR NEW TEAM:

We are Coca-Cola Hellenic, a growth-focused consumer goods business and strategic bottling partner of the Coca-Cola Company. We bottle, distribute and sell an unrivalled range of products in 29 markets in Europe, Africa and Eurasia. As we do, we create value for all stakeholders, support socio-economic growth and build a more positive environmental impact.

We bring together more than 30,000 people from over 70 nationalities, coming from five continents. The diversity of our markets, from mature to emerging economies, provides a wide range of attractive opportunities for growth.

We nurture our talents. We give opportunities to people across all functions and levels, as well as different geographies, backgrounds and education. We are willing to take a risk on the people we believe in, even if they don't have the perfect experience. We have faith in what every person can be.

And although we have so much to be proud of, we always stay humble. We believe the real magic happens – for us and for you – when we OPEN UP.

AT COCA-COLA HBC, DIVERSITY HELPS US THRIVE

At Coca-Cola HBC, we are an inclusive employer that thrives on diversity. This means our environment provides equal opportunities for all, regardless of race, color, religion, age, disability, sexual orientation, or gender identity. Join us in nurturing a culture where everyone belongs and contributes to our collective success.

We're Hiring: Technical Support (Mid to Senior Level)

Location: Nasr City

Working Hours: 9 AM to 5 PM (Fixed Shift)

Responsibilities:

• Installation and configuration of security systems (CCTV & Access Control).
• Troubleshooting and maintenance of installed systems.
• Providing technical support to clients when needed.
• Ensuring all systems are functioning efficiently and securely.

Qualifications:

• Proven experience in installing and maintaining security systems (CCTV & Access Control).
• Strong troubleshooting and problem-solving skills.
• Ability to work independently and handle on-site installations.
• Basic English literacy required.

Benefits:

• Insurance
• Bonuses & KPI incentives
• Competitive salary & allowances

Apply Now

Send your CV via WhatsApp:

Or vis email ( )

Company Description

Concentrix is a global technology and services leader that powers the world's best brands with fully integrated end-to-end solutions.

Role Description

This is a full-time on-site role for a Technical Support Representative located in New Cairo. The Technical Support role involves providing technical assistance to customers, troubleshooting issues, handling customer queries, and resolving technical problems efficiently. Daily tasks include customer interaction via phone or email, diagnosing software or hardware issues, and escalating complex problems to relevant departments or teams as required.

Benefits

• Salaries up to 18,000+ EGP with uncapped sales incentives

• Medical and social insurance

• Free transportation, including door-to-door service for female employees

• Free access to Concentrix University

• Clear career growth opportunities

Qualifications

• Fluency in English, both written and verbal
• Strong communication, interpersonal, and customer service skills
• Bachelor's Degree