Quality Assurance Engineer At Electrolux Egypt

IT Analyst Service Delivery COE At Electrolux Egypt

IT Analyst Service Delivery COE At Electrolux Egypt

The primary Service Desk Agent role is that of providing first-level support through taking calls and handling the resulting incidents or Service Requests using the Incident Reporting and Request Fulfillment processes.


Receive contact from for onsite and remote users, collect basic contact information.
Collect and analyze request information from onsite and remote customer.
Classify the service request and identify initial support.
Search for matching resolutions.
Transfer contacts to external incidents if appropriate.
Open new or update existing request tickets.
Verify customer and basic information and update user profile information, as required.
Identify request type (e.g. request for service, request for information, incident etc.).
Gather the appropriate information for the type of request and assess each request impact and urgency.
Identify appropriate assignment (includes linking to existing problems or requests, if applicable).
Resolve request and assign unresolved requests to the appropriate Subject Matter Expert/Service Owner.
Inform the customer/user of the status of an existing request, upon request.
Follow-up service requests/incidents until its resolution confirm request status and resolution with customer and determine customer satisfaction.
Update and close request ticket.
Close incidents with customer agreement.
Initiate escalations.
Create and maintain the service desk Knowledge base.
Provide solutions proactively whenever possible.
Prepare all the Service Desk reports required by the management.
Manage Hardware Maintenance with external maintenance companies.
Log and manage IT Supplies and procurement activities on the company ERP system.


University degree in IT
English Fluency.
Fresh graduate
Engineering, Computer information or related faculty graduate

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