Information Technology Help Desk Analyst

About Job

As a Service Desk Analyst – Arabic Speaking, you will act as the first point of contact for IT support within the organisation or its client environments. You will provide high-quality technical assistance, troubleshooting, and incident resolution while ensuring excellent customer satisfaction.

Key Responsibilities

• Serve as the first line of support for end-users via phone, email, or ticketing systems (e.g., ITSM tools).
• Log, categorize, and prioritize incidents and service requests in the IT service management system.
• Provide timely resolution of basic IT issues related to hardware, software, email, VPN, printers, and similar technologies.
• Escalate complex issues to second- or third-level support teams when necessary.
• Follow standard operating procedures for incident management and service request fulfillment.
• Communicate clearly and regularly with users in both Arabic and English.
• Document troubleshooting steps and resolutions in the knowledge base.
• Ensure compliance with IT service delivery standards and service level agreements (SLAs).
• Participate in shift work, including evenings, weekends, and holidays, as required.

Required Qualifications

• Education: Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience: 1–3 years in a similar IT support or service desk role.
• Languages: Fluency in Arabic (native or near-native) and English (written and spoken).
• Strong knowledge of Windows operating systems, Microsoft Office Suite, Outlook, and common business applications.
• Familiarity with the ITIL framework and incident management processes.
• Good understanding of networking fundamentals (TCP/IP, DNS, VPN, etc.).

Preferred Certifications

• ITIL Foundation
• CompTIA A+ / Network+
• Microsoft Certified: Modern Desktop Administrator Associate (or equivalent)