We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.
HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.
It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.
Note: Candidates must be eligible to work in Egypt
Fluent in English and Arabic
Job Description
Desktop Engineer will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system.Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite.
Responsibilities:
· Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services; creating detailed run books.
· Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings.
· Ensure customer service goals are met.
· Communicate comfortably and effectively with customers and management
· Demonstrable Subject Matter Expert on Service Desk
· Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management;
· Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management;
· Expert knowledge of the service management and reporting obligations placed on an outsourced Service Desk, including application of standardized terminology and metrics;
· Familiarity with Service Management Tool suites and other technologies used in the Service Desk environment, and their appropriate adoption by client and supply-side agencies;
· Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups;
· Experience of implementing or operating a unified Service Desk in a multi-supplier environment;
· Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same;
· Excellent communication (verbal, written, listening) and influencing skills.
· Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users
· Route problems to internal I.M. support staff
· Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
· Administer and provide User Access and Exit controls
· Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's
· Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the clos
· To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices
· To prepare business requirement documents for automation/enhancement of the processes, lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.
Principal Accountabilities
· Designated above plus:
· Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
· Work closely with I.M. support staff to obtain technical knowledge and to permanently solve problems.
· Projects: perform effectively as project team member as required for help desk projects and internal assignments.
· Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
Knowledge, skills & experience
· Education – any formal background will be considered, IT background preferred.
· Analytical and systematic problem solving skills required.
· Good English written and communicational fluency expected.
· The following will be considered an advantage:
· Help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
· Phone support experience.
· Technical helpdesk or technical call center experience.
· Candidates without support experience can also apply.
· Technical & customer specific training will be provided.
· English – fluent.
· Work may be designated for any shift time (24/7 support) so night time and holiday availability may be required.
Eligibility Criteria
· DB process knowledge mandatory
Benefits

• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.

To know more about us visit – www.hcltech.com
Job Type: Contract
Language:

• Must be fluent in English and Arabic (Preferred)

Application Deadline: 30/11/2024