Communication Center

The tasks & responsibilities of this division:

  • Establishing a Communication Center to receive the inquiries and complaints of GFMIS user from the different sites.
  • Define the communication channels to facilitate the process to receive the calls.
  • Determine the GFMIS staff for the first line support at different sites and locations.
  • Provide direct support to GFMIS users, as the communication center creates the second line of support and/ or transfer the issue to the concerned person or team.
  • Follow up the tickets received from different locations, ensure that it is resolved by the concerned party and inform the caller about that.
  • Work within shifts to ensure the continuity of providing support to the different sites, as long as possible.
  • Submit statistical reports about the incoming, resolved or open issues.
  • Issuance of GFMIS project circulars to system users at all sites.
  • Develop, review and evaluate the policies for information, systems and networks according to business needs.
  • Assist in developing and implementing hardware and network procedures.
  • Look for and investigate the attempts to misuse the computers, or attempts to penetrate the network or information security policies.
  • Analyzing the working environment risks (threats and weaknesses), and gaining the necessary management approvals.
  • Assessment of sabotage or loss of any confidential information, and to investigate the facts, and reporting it to higher management.
  • Assisting lead analysts in reviewing and solving the problems related to penetrate the policies of information security.
  • Develop, review and audit any plans related to information security such as: saving backups.
  • Assessment of any damage or loss of any confidential information, investigate the incidence and write reports for senior management.
  • To assist major analysts in reviewing of problems related to information security policy compromise and resolving it.
  • Develop, review and audit any plans related to information security such as: keeping backups.
  • Investigation of incidents related to information security, and writing technical reports on the reasons and weaknesses and the recommending prevention or treatment methods.