**IT Service Desk Specialist.Infrastructure \& Operations** **\-** **(****250001DU****)****Description** **Job Purpose** To act as a central point for Etisalat employees to request assistance on various Information Technology issues and to aim fixing them and restore normal operations as soon as possible **Report To Position Name** ENSURE EFFECTIVE CUSTOMER SUPPORT IN THE AREA OF INFORMATION TECHNOLOGY BY RECEIVING CALLS, MAILS AND REQUESTS.  RECORD AND TRACK INTERACTIONS AND INCIDENTS.  KEEP THE CUSTOMER ALWAYS UPDATED ABOUT THE REQUEST STATUS AND PROGRESS.  MAKE INITIAL ASSESSMENT FOR ALL REQUESTS, ATTEMPT TO RESOLVE THEM OR ESCALATE TO SECOND OR THIRD LINE OF SUPPORT.  INDENTIFY PROBLEMS AND MONITOR ESCALATION PROCEDURE RELATIVE TO APPROPRIATE SLA.  ENSURE THE CONFIDENTIALITY, INTEGRITY AND AVAILABILITY OF ETISALAT SYSTEM AND DATA SECURITY, INCLUDING USER ACCESS TO COMPUTER  CONTRIBUTE SHORT TECHNICAL ARTICLES TO ETISALAT ONLINE KNOWLEDGE BASE.  RESPOND WITHIN AGREED TIME LIMITS TO CALL\-OUTS OUTSIDE WORKING HOURS **Qualifications** **QUALIFICATIONS\_ESSENTIAL** Essential University degree in Computer Science / Engineering. Excellent Computer skills. Excellent in Arabic \& English (Reading, Writing \& Oral). Excellent communication and customer service skills Desirable **QUALIFICATIONS\_DESIRABLE** N/A **EXPERIENCE\_ESSENTIAL** Essential Minimum 1 to 2 years’ experience. Experience in managing Microsoft IT based operations. **EXPERIENCE\_DESIRABLE** N/A **CERTIFICATIONS\_ESSENTIAL** At least certified in two courses Microsoft Certified Professional (MCP). Attend the Microsoft Certified Systems Engineer (MCSE) track. Information Technology Infrastructure Library (ITIL) Awareness. Attend Cisco Certified Network Associate CCNA course. **Job****:** Specialist**Organization****:** Etisalat\-Misr**Job Posting****:** 24/Jun/2025, 6:06:41 AM