Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
Responsibilities
Our help desk agent is the single point of contact for all IT related incidents. The helpdesk agent will document, troubleshoot and resolve all IT/PC related customer incidents. Responsibilities will be the following:
– provide timely and professional technical support for all IT incidents
– diagnose incidents utilizing administration tools or remote control utilities to troubleshoot PC, operating system or system incidents
– provide updates to the customers per incident fault management guidelines. Updates include managing our bulletin board, e-mail and Telephone communication to the end user
– perform technical escalations in line with our Fault Management policy
– ensure incidents are routed to the proper next level/organization as part of the incident management process
– liaise with other relevant internal departments to ensure all incidents are managed properly
– document all troubleshooting and case management actions via our incident management system
– telephone support and shift hours mandatory
Skill Profile
University degree or equivalent in PC/IT related studies
1+ years experience, preferably in a PC/IT related Help Desk support
customer Service orientated, customer focused with good customer service skills
ability to multitask
good PC troubleshooting background
at least one formal technical qualification related to PC or IT related systems (example: MCSE, CNE, CAN, Exchange– etc.)
experience in one or more of the following: Windows 2000/XP,Microsoft Office, Microsoft Outlook/Exchange, Remedy, RSA Remote Access, Lotus Notes, MS Communicator, MS Active Directory
fluent in spoken and written English and French
Additional Information
Orange Business Services, Egypt MSC, is located at City Stars Complex at the heart of one of the biggest shopping malls in Cairo. We are a Global organization with exposure to customers of diverse nationalities & backgrounds.
Orange aims to be recognized as an employer of choice by and not limited to being an ethical & socially responsible employer, offering career & development opportunities, providing a positive quality of life at work, and recognizing & rewarding our people for individual & collective contributions to our success. Our benefits include supporting our people with the highest level of medical & life insurance to them, their spouses, & children while having a strong network to discounted rates at a number of providers.
Equal Employment Opportunity
Orange Business Services is an Equal Opportunity Employer. We are committed to a diverse workforce and do not discriminate on the basis of age, gender, race, ethnic origin, sexual orientation, gender identity or gender expression, religion/belief, national origin, marital status, disability or veteran status.
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