عن الوظيفة
The Service Desk Analyst serves as the primary point of contact for IT support across all business units. This position manages technical support requests through multiple channels including in-person, email, and telephone communication. The role focuses on effective stakeholder communication, basic technical troubleshooting, and efficient ticket management.
Main Responsibilities
- Manage Level 1 technical support through multiple channels (phone, email, in-person)
- Set clear expectations with stakeholders regarding issue resolution timelines and processes
- Troubleshoot basic hardware, software, and network connectivity issues
- Document all support interactions and solutions in the ticketing system
- Prioritize and manage multiple support requests based on business impact and urgency
- Communicate technical information clearly to users of varying technical backgrounds
- Escalate complex technical issues to appropriate support levels
- Track IT assets and maintain accurate inventory records
- Follow established technical support procedures and SLAs
- Maintain knowledge base documentation
- Process user account management requests
- Monitor ticket resolution progress and provide regular updates to stakeholders
- Performing other job-related duties as assigned by Management
Requirements
- Tertiary education in Computer Science, Engineering, or other relevant subjects OR equivalent in industry experience
- 1-3 years hands-on experience in IT service desk or technical support role
- Experience in using IT service management (ITSM) tools and ticketing systems
- Experience in documenting technical issues and solutions and providing remote technical support
- Experience in providing remote technical support
- Experience in Windows operating system support and troubleshooting
- Experience in knowledge base maintenance
- Demonstrated ability to troubleshoot basic IT issues
- Knowledge of Windows operating systems and Microsoft 365 applications
- Understanding of basic network concepts and connectivity troubleshooting
- Experience with IT service management tools and ticketing systems
- Basic understanding of IT security practices
- Strong verbal and written communication skills in English
- Proven ability to manage stakeholder expectations
- Demonstrated problem-solving and analytical capabilities
- Experience in prioritizing multiple tasks effectively
- Strong documentation abilities
- Professional and customer-focused approach
Benefits
- International team (over 50 nationalities)
- 24 annual leave days
- Annual flight home
- Life insurance plan
- Medical insurance plan (with the option to upgrade at your own cost)
- Access to exclusive Fazaa discounts (applicable in participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more)
- Invitations to participate in various company functions, staff events, and department team building events
- Opportunities to learn, develop and grow with the organization
- Being part of a motivated team and Moving-Forward-Company-Culture
مصدر الوظيفة: صفحة التوظيف الرسمية لصاحب العمل.
