IT Support Help Desk

About the Role
The IT Support Help Desk plays a critical role in ensuring that users receive timely assistance for their IT-related issues. This includes managing requests through various communication channels, troubleshooting a range of technology problems, and maintaining efficient IT operations. The position will be integral in escalating complex issues and updating support documentation to enhance overall service delivery.

Responsibilities

• Respond to user requests by phone, email, chat, or ticketing system; log, prioritize, and track issues through resolution.
• Troubleshoot hardware, software, network, printer, email, and Microsoft 365 problems, providing remote or on-site support.
• Escalate complex or unresolved incidents to the appropriate technical team and follow up to meet service targets.
• Maintain accurate support records, update knowledge base articles, and assist with user accounts, equipment setup, and IT asset tracking.

Requirements

• Diploma or bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum 2–3 years of experience in a help desk or IT support role.
• Working knowledge of Windows, Microsoft 365, computer hardware, printers, and basic networking.
• Experience using a ticketing system and following incident management or IT service procedures; ITIL Foundation is an advantage.
• Good communication and customer service skills; Arabic and English proficiency is an advantage.