About the Role
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The Service Desk & End User Support role is pivotal for ensuring that all technical support issues are resolved efficiently and effectively. As a part of this team, you will be responsible for managing incidents and service requests through the ITSM system, providing excellent support to end users, and maintaining overall service quality. This includes troubleshooting a range of IT-related issues and ensuring compliance with established processes and procedures.
Responsibilities
- Receive, log, categorize, prioritize, and manage incidents and service requests through the ITSM system.
- Provide Level 1 remote, telephone, email, and on-site technical support to end users.
- Troubleshoot Windows operating systems, Microsoft 365, Outlook, applications, and user-access issues.
- Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and peripherals.
- Diagnose basic network, Wi-Fi, VPN, email, hardware, software, and connectivity problems.
- Resolve tickets within agreed SLA timelines and escalate unresolved issues to Level 2 support.
- Support user-account setup, password resets, access permissions, and employee onboarding or offboarding.
- Maintain hardware and software inventory, updates, patches, antivirus, and asset records.
- Provide priority technical assistance to VIP users and critical business functions.
- Create knowledge-base articles, troubleshooting guides, incident reports, and service-performance reports.
- Inform users about service outages, ticket progress, resolutions, and planned maintenance.
- Follow ITIL processes, information-security requirements, and organizational support procedures.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Information Systems, or equivalent.
- Minimum 3–4 years of relevant service desk, helpdesk, desktop, or end-user support experience.
- ITIL Foundation certification is required or strongly preferred.
- Microsoft 365 certification and practical support experience are preferred.
- CompTIA A+ and CCNA certifications are advantageous.
- Strong knowledge of Windows, Microsoft Office, Outlook, Active Directory, and Microsoft 365.
- Experience supporting desktops, laptops, printers, scanners, mobile devices, and other peripherals.
- Familiarity with ITSM tools, incident management, service requests, SLA monitoring, and ticket escalation.
- Basic knowledge of TCP/IP, LAN/WAN, Wi-Fi, VPN, DNS, DHCP, and network troubleshooting.
- Good understanding of cybersecurity, antivirus, patch management, access control, and data protection.
- Strong communication, customer-service, documentation, and problem-solving skills.
- Ability to work under pressure, manage multiple tickets, and provide professional VIP support.
- Fluency in both Arabic and English is required.
