IT Help Desk Date: 27 Jan 2025 Location: Cairo, Cairo, EG, 11672 Company: COLAS RAIL EGYPTE Core Functions-Tasks / Key Results Expected **Troubleshooting and Support:** - Offer technical assistance through phone, email, or in-person communication. - Diagnose and fix hardware, software, and network problems. - Support desktop systems, applications, printers, and other peripherals. - Help users with password resets, software installations, and system updates. **Incident Management:** - Record all technical issues in the ticketing system, accurately documenting troubleshooting steps. - Escalate unresolved issues to the appropriate IT teams as needed. - Monitor ticket status to ensure prompt resolution. **System Maintenance:** - Assist with routine maintenance tasks such as updates, patches, and backups. - Conduct performance checks and escalate potential issues. - Set up new hardware and software with proper configurations. **User Training and Documentation:** - Provide basic training for users on IT systems and applications. - Maintain and update IT documentation, user guides, and FAQs for common issues. **Inventory Management:** - Track IT equipment and manage the issuance and return of laptops, desktops, and accessories. - Ensure proper documentation for IT asset management. **Security:** - Support the IT security team in implementing company policies on access control and software usage. - Assist in identifying and resolving security vulnerabilities. **Reporting:** - Prepare periodic reports detailing completed tasks, ongoing projects, and challenges faced. Competencies and Critical Success Factors **Functional Competencies:** **Knowledge Sharing** - Leads ongoing knowledge sharing initiatives within the project team. - Actively promotes knowledge exchange among colleagues. **Building Partnerships** - Develops and maintains a professional network of contacts. - Identifies and selects collaboration topics to enhance relationships with internal and external partners and clients. - Fosters positive communication among colleagues to ensure effective execution and reduce conflicts. - Manages professional communication with external partners to facilitate smooth business operations and minimize disputes. **Research and Analysis** - Generates innovative ideas, explores best practices, and suggests more effective business methods. **Job Knowledge/Technical Expertise** - Possesses a fundamental understanding of Colas Rail-Egypt's core business. - Understands key concepts and technical aspects related to COLAS RAIL. - Has a basic grasp of organizational policies, procedures, and corporate governance. - Demonstrates proficiency in information technology, particularly Microsoft Excel, PowerPoint, and Word, applying these skills consistently in job performance. **Core Competencies and Skills:** - Exhibits innovativeness, resourcefulness, and the ability to learn quickly. - Upholds ethics and integrity in all actions. - Self-motivated and committed to the organization's success. - Works effectively as a team player and communicates well. - Encourages open and healthy communication within the team. - Capable of multitasking and performing with minimal supervision. - Shows a continuous desire to learn, share knowledge, and encourage team contributions. - Maintains strong work ethics. - Takes necessary actions to ensure the safety and health of employees and colleagues. Qualifications/Experience required Education: Bachelor’s degree of Computer Science. Experience: Ability to work both independently and as part of a team. Punctual and able to meet deadlines. Good oral and written communication skills Good knowledge of PC hardware, Windows installation, configuration, and troubleshooting. Fundamental knowledge of network cabling, TCP/IP, Microsoft Servers, firewalls, LAN/WAN Technologies. Language Requirements: Arabic & English is a must, French is a plus.