Overview
IT Technical Support Lead Jobs in New Cairo, Cairo, Egypt at Grifols Egypt for Plasma Derivatives (GEPD)
Title: IT Technical Support Lead
Company: Grifols Egypt for Plasma Derivatives (GEPD)
Location: New Cairo, Cairo, Egypt
Job Objective
The Technical Support Lead coordinates the Service Desk and Desk Side teams. The Team Lead oversees the tactical day-to-day functions of the department
Key responsibility
- Lead and manage a team of technical support specialists (Service Desk & Desk Side).
- Front-line point of escalation for immediate service needs or issues.
- Dealing with difficult customers on the phone (e.g. irate customer)
- Assists technicians with difficult ticket issue (technical, procedural, etc.)
- Provides a resource for weekday/end support escalation of incidents (rotation schedule as needed defined by management)
- Ticket Queue Management
- Monitors P1 Outage Queues (phone and tickets)
- Assigns Urgent Tickets
- Assigns aged open-idle tickets (same working day)
- Alters ticket priority as necessary
- Monitors assigned tickets in individual queues
- Provides follow-up for tickets that were closed improperly (e.g. feedback emails, wiki updated and technician training)
- Serves as an escalation point for critical tickets (user requested escalation)
- phone Queue Management
- Monitors Technician on ready/off ready phone status
- Ensures critical and high priority calls are answered
- Serves as contact for any Service Desk technical phone issues (triage resolution of Service Desk phone outages, technician queue changes, ivr, dropped calls, etc)
- Wiki Maintenance (Knowledge Base)
- Owns Dispatch Guide
- Creates Wiki pages
- Reviews and updates pages as needed
- Service Desk Reporting
- Provide daily reports
- Provide ad-hoc reports (on an as needed basis)
- Outage Management
- Coordinates with Service Desk and Desk Side teams to gather outage information
- Ensures Outage Notification is sent with correct information
- Acts as POC for Service Desk and Desk Side responsibilities during the outage
- Ensures outage updates are sent in a timely manner
- Ensures any requests for contact or updates are acted upon
- Ensures service restoration is verified
- Provides valuable technical and organization knowledge
- New Employee Onboarding
- Acts as a mentor for new employees/interns
- Responsible for the requesting of all new accounts and accesses
- Coordinates trainings according to the Technician Development Plan
- Technician Responsibilities (As Needed)
- Handles critical and high priority tickets
- Handles critical and high priority calls
Academic experience required
Bachelor's degree in computer science or similar field
Professional Experience Required
- A minimum of 6 years of experience in the IT field and at least 3 years of Help Desk/Customer Service experience required.
- Hardware & Software troubleshooting experience required
- Prior experience on enterprise systems required Knowledge of cloud security principles and best practices is a plus.
Computing Skills
- Excellent command in all Microsoft Office applications.
- Experience in ERP system; SAP experience preferred.
Personal Skills
- Excellent verbal and written communication skills.
- Ability to multi-task in a fast paced, high-pressure environment.
- Quick Learner.
- Ability to interact effectively with employees at all levels.
- Ability to help in stressful, hurried situations.
Languages
Excellent written and spoken English and Arabic