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SERVICE DESK TECHNICAL ANALYST - (Outsource)

11/26/2025

Provide effective 1st level support to CIB Staff/GTS clients to resolve IT incidents and requests. Ensure high levels of customer satisfaction through proactive communication and follow-up on issues.

Working Hours

40 hours/week

Company Size

5,001-10,000 employees

Language

English

Visa Sponsorship

About The Company

Commercial International Bank was established in 1975 as a joint venture between the National Bank of Egypt (NBE, 51%) and the Chase Manhattan Bank (49%) under the name "Chase National Bank of Egypt”. Following Chase's decision to divest its equity stake in 1987, NBE increased its shareholding to 99.9%, changing the Bank’s name to Commercial International Bank (Egypt) S.A.E. NBE’s stake gradually decreased through several public offerings till reaching 18.7%. In 2006, a Consortium led by Ripplewood Holdings acquired NBE stake. In July 2009, Actis, a leading emerging markets private equity firm, invested US$ 244 million to get shares in CIB, acquiring hence 50% of the Ripplewood Holdings Consortium’s stake. Five months later, Ripplewood sold its remaining 4.7% stake over the open market, marking the successful transition of strategic partnership to be with Actis, who then became CIB’s largest shareholder with a 9.1% stake. In March 2014,Actis sold a portion of its holding, representing 2.6% of the Bank’s total outstanding shares, in the open market to a group of international investors. In May 2014, Actis, successfully realised its investment in CIB and sold its remaining 6.5% to Subsidiaries wholly owned by Fairfax Financial Holdings Ltd “Fairfax”. CIB is Egypt’s leading private sector bank, offering a broad range of financial products and services to its customers, including enterprises of all sizes, institutions, households and high-net worth individuals. CIB strives to provide superior financial solutions to meet all customers’ needs. Having the strongest brand equity rightfully places CIB as the bank of choice for over 500 of Egypt’s largest corporations. CIB shows tremendous potential within the bourgeoning Retail and SME Banking markets. Through its superior management, high-operating standards, corporate governance best practices and training programs,CIB has succeeded in becoming the most profitable commercial bank operating in Egypt for more than 40 years.

About the Role

Job Purpose

Provide effective and efficient 1st level of support to all CIB Staff/GTS clients to resolve the reported challenges in order to enable different business areas proceeding with their daily work smoothly.

Description

Service Desk Handling

1. Provide single point of contact for CIB end users/GTS clients regarding IT incidents and requests through phone calls, online tickets, to resolve and offer technical support for related IT issues.

2. Receive, log all interaction/ incidents and manage calls from CIB end users/GTS clients via phone, email, and online tickets, and deliver proactive actions to maintain high level of customer satisfaction.

3. Take ownership of users’ interactions/incidents, follow up on the status of problems on behalf of the user, and communicate progress in a timely manner, to ensure that cases are resolved.

4. Escalate IT services incidents and Requests, which cannot be resolved within agreed time scale to the 2nd line of support, to resolve the cases successfully.

5. Follow Up on 2nd line of support on daily basis for all pending cases, to ensure that cases are resolved.

6. Deliver proactive actions to maintain high level of customer satisfaction.

7. Meet Service Desk (KPI) Key Performance Indicators as set by the Service Desk Manager to Improve efficiency, ensure cost effectiveness and increase customer satisfaction.

8. Participate in team projects that enhance the quality or efficiency of IT support.

9. Perform technical troubleshooting and problem resolution including, Printing management, Telephony, Client computing applications, and User and password management, to resolve end users incidents and/or requests.

Policies, Processes and Procedures

10. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner

Day-to-day Operations

11. Follow the day-to-day operations related to own jobs in the Service Management department to ensure continuity of work

Compliance

12. Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks"

Qualifications & Experience:

o Bachelor’s degree of Computer Engineering/Computer science or its equivalent

o Analyst: 0 - 2 years of experience, Senior Analyst: 3 - 5 years of experience

o Good qualifications in Computers / Communication Engineering

o An ITIL qualification is a plus

Skills:

o Good command of English and Arabic languages

Excellent communication skills

Key Skills

Technical SupportCommunication SkillsProblem ResolutionCustomer SatisfactionITILTroubleshootingIncident ManagementService DeskComputersTelephonyUser ManagementEmail SupportOnline TicketingFollow UpProactive ActionsLog Management