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| Job ID | 172179BR |
| Position Title | IT Service desk Agent |
| Division | NBS |
| Business Unit | AMAC |
| Country | Egypt |
| Work Location | Cairo |
| Company/Legal Entity | Egypt Novartis Pharma S.A.E., Amiria, Cairo |
| Functional Area | Information Technology |
| Job Type | Full Time |
| Employment Type | Temporary |
| Job Description | Receive and record technical and/or application support calls from end users; Provide investigation, diagnosis, resolution and recovery for hardware/software problems; Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe; Provide initial assessment of urgency and business impact on all support calls; Manage service requests, software installations, new computer setups, upgrades, etc…; Record incident resolutions in the helpdesk ticketing system; Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes; Troubleshoot minor equipment malfunctions and corrects them as directed by computer operation manuals, or supervisor |
| Minimum requirements | BA of computer science, as well as 1-3 years of experience in IT helpdesk role |
