Service Desk & End User Support

• Receive incidents and service requests through multiple communication channels, provide first-level assistance, and log, categorize, and prioritize all tickets in the ITSM tool, giving high priority to VIP users.

• Troubleshoot user issues by phone or other approved channels, escalate unresolved tickets to L2 support within agreed time limits, and create problem records when required.
• Manage tickets through to resolution and closure, keep users informed of progress, and issue outage notifications when requested.
• Continuously update the knowledge management database and FAQs with solutions, troubleshooting guidance, and information on recurring issues.
• Conduct user satisfaction surveys, report findings, and implement improvement plans based on feedback. Prepare reports covering ticket volumes, incident categories, open versus closed tickets, ticket aging, and SLA/KPI achievements.

Requirements

• University degree in Computer Science or Information Technology
• Must have ITIL Foundation certification .
• Must have Microsoft 365 certification.
• Minimum 3 years of relevant Helpdesk or Service Desk experience.
• Fluent in both Arabic and English, with strong written and verbal communication skills.

Benefits

Longterm