Analyst, IT Service Operations
Summary
IT Service Operations Analyst providing Office 365 and end-user hardware support, managing tickets via ITSM tools (Freshservice, ServiceNow, Jira) at RSA Security's Cairo office.
Principal Responsibilities:
- Provide Office 365 application support to end-users including but not limited to Teams, Outlook, and OneDrive.
- Support end user computing hardware including windows laptops, MacBook and related components.
- Provide support to employees for technical and configuration issues related to Office 365 applications.
- Document solutions, procedures, and other technical information as required.
- Perform system and software installations as required.
- Record all customer inquiries and incidents in the ticketing system.
- Monitor and manage the resolution process for all open tickets.
- Collaborate with other support teams and escalate issues as needed.
- Proactively identify recurring issues and propose solutions to prevent future incidents.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
- Keep up-to-date with technology trends and advancements to provide efficient service.
Skills:
- Experience with Office 365 support including Outlook, Teams, and OneDrive
- Experience supporting Windows 10 and 11 desktops operating systems.
- Experience troubleshooting end-user issues and managing support tickets.
- Ability to work effectively in a team environment and independently.
- Excellent customer service, communication, and problem-solving skills.
- Experience with ITSM tools like ( Freshservice, Servicenow, and Jira)
- Basic Knowledge of Azure AD.
- Basic remote troubleshooting skills.
- Basic Knowledge of Network.
- Basic Knowledge of Windows Administration.
- Excellent communication skills.
- Good organizational skills.
- Ability to work under pressure and adapt to changing scenarios whilst meeting high customer expectations.
- Basic knowledge of AI
Education & Experience:
- Bachelor’s degree, 1+ year related experience.
- Technical Certifications are a plus.
- ITIL Certification
RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.
If you need a reasonable accommodation during the application process, please contact the RSA Talent Acquisition Team at rsa.global.talent.acquisition@rsa.com. RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.