HSBC, EGYPT (HBEG)- Manage the operations of the Service Desk and make sure that all incidents and service requests are processed effectively, while meeting the customer service level agreements.- Manages internal customer expectations and overall strives to increase customer satisfaction.- Ensure IT/IS guidelines are kept in alignment with Head of IS Regional Business Partner services for your area of responsibility.INTERNAL- Support and collaboration between local & central teams.- Identifying the nature and cause of the problem and determining the most appropriate solution. - reactive in order to take the right actions to help the - IBP in the shortest period of time.- Ability to escalate problems within a required time towards the second level of support.- Providing first level support through taking calls and handling the resulting incidents or ServiceRequests.- Handle ticket monitoring.- Team Player and communicate progress to team members.

-Installing and configuring computer hardware-Operating systems and applications.-Troubleshooting system, network problems,diagnosing and solving hardware & software faults.

-Installing and configuring computer hardware, software, systems, networks-Diagnosing and solving hardware or software faults