Jobs in Egypt at Al Tamimi & Company: IT Help Desk Analyst

Al Tamimi & Company is looking for an IT Help Desk Analyst to join the team and work in Cairo, Egypt. The IT Helpdesk Analyst acts as the first point of contact for all users within the Al Tamimi Office network. All user requests and incidents are recorded, analysed and fixed or escalated in a timely manner. The ITHA monitors and operates the firms Helpdesk system as well as supporting the 2nd line IT team in projects and looking after the office infrastructure. Managing day-to-day user requests of all offices; record, fix or escalate issues accordingly.

1.  Monitoring the continuous operation and health of the office IT environment.
2. Maintaining IT environment documentation, like the IT Asset Register and laptop pool; identifying, suggesting and implementing IT improvements.
3. Managing the office IT infrastructure on the ground (door access systems, CCTV, telephone system, end user computing devices, print production, mobile devices, meeting room setup).
4. Supporting regular team member visits to offices.
5. Contributing to the evolution of the IT Helpdesk system (process, usability, reporting).
6. Coordinating work with the firm’s suppliers.
7. Analysing statistics, reading and creating reports.
8. Support the delivery of the firm’s IT strategy.
9. Contributing, planning and controlling change.
10. Contributing to IT projects.

1. Minimum 3+ years’ experience in supporting users in an IT first line support role, ideally experience in an organisation larger than 200 users.
2. Fluent in both English and Arabic.
3. Excellent team player.
4. Very good Microsoft Office skills in Word, Outlook, PowerPoint and Excel, ideally MCP certificate.
5. Passion for people, technology, service and IT processes and be able to see the big picture as well as the finer details of the IT environment.
6. Sound understanding of ITIL processes is a must, ideally supported by an ITIL Foundation Certificate.
7. Strong customer focus combined with negotiation skills and ability to execute.
8. Effective time management, prioritising and delegation.
9. Self-driven / self-motivated individual always seeking to improve current practice.
10. Excellent communication and interpersonal skills, for dealing with a range of personalities on all levels in a positive, direct and diplomatic way.
11. Familiar with industry standard systems and concepts (Windows environments – AD and Exchange, Microsoft Office Applications, Printing, Telephony, Network and IT security).
12. Ability to setup, maintain and trouble shoot Audio/Video setups (Meeting rooms).

About Al Tamimi & Company:

Al Tamimi & Company is one of the leading law firms in the Middle East and the largest law firm in the region, with a presence in all of the six GCC countries. Established in 1989, the firm has 57 partners, staff of over 670, and 17 offices in nine countries throughout the UAE, Bahrain, Qatar, Iraq, Saudi Arabia, Jordan, Kuwait, Oman, and Egypt. The firm specializes in advising major international corporations and financial institutions, Middle East banks and government organizations, businesses, and families in their global operations and investments. It has particular expertise in arbitration & ADR, banking & finance, dispute resolution & litigation, IP & data security, shipping & aviation, project & infrastructure finance, real estate & construction, corporate & commercial, technology, media & telecommunications, insurance, and private client.

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