Service Help Desk- Tier 1

About the Role

The position involves providing first-line IT support for incidents and service requests, ensuring users receive timely assistance and effective solutions. You will be responsible for managing the ticketing process, prioritizing issues, and communicating updates to users.

Responsibilities

• Provide first-line IT support for incidents and service requests.
• Log, prioritize, troubleshoot, resolve, and escalate tickets within SLA timelines.
• Support users with hardware, software, Microsoft 365, and basic network issues.
• Maintain clear ticket updates and communicate resolution status to users.
• Escalate complex issues to higher-level support teams when required.
• Maintain accurate documentation and knowledge-base records.

Requirements

• 2–5 years of relevant Service Desk / IT Help Desk experience.
• Good knowledge of Windows, Microsoft 365, Active Directory, and basic networking.
• Experience with IT ticketing systems and incident management.
• Basic understanding of ITIL and SLA processes.
• Strong troubleshooting, problem-solving, and customer-service skills.
• Good verbal and written communication skills in English; Arabic is an advantage.

Benefits

• Long Term Project