IT Help Desk

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