Service Desk Analyst

Job Description

Job Summary

We are looking for a dedicated and End User-focused Service Desk Analyst to join our IT Support team. The Service Desk Analyst will be responsible for providing first-line support to end users, troubleshooting and resolving technical issues, and ensuring that service requests are handled efficiently and effectively. This role requires a strong technical aptitude, excellent communication skills, and a passion for delivering exceptional service.

Key Responsibilities

• First-line Technical Support: Provide prompt and courteous assistance to users for a wide range of IT issues, including hardware, software, and network problems.
• Incident Management: Log, track, and resolve support tickets in a timely manner, ensuring that incidents are escalated to higher-level support teams when necessary.
• Problem Resolution: Troubleshoot and diagnose issues with end-user devices (e.g., desktops, laptops, printers) and software applications. Resolve or escalate technical issues as appropriate.
• Service Requests: Handle routine service requests such as password resets, account unlocks, software installations, and permissions changes.
• Knowledge Base Management: Contribute to the development and maintenance of internal knowledge base articles to empower end users and improve operational efficiency.
• Customer Service: Provide excellent customer service to users by maintaining professionalism, patience, and clear communication.
• Documentation: Maintain accurate records of support requests, actions taken, and resolutions. Ensure proper documentation is provided for future reference.
• Training & Support: Assist with training new employees and provide ongoing education to users about best practices and new technologies.
• Collaboration: Work closely with other IT teams (e.g., network, infrastructure, and security teams) to resolve complex issues and support ongoing IT initiatives.
IVR call Handling: Should be able to handle the IVR calls and provide on call resolution to end users as FCR

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Qualifications:

• Education: Associate’s degree in information technology, Computer Science, or related field. Alternatively, relevant certifications (ITIL Foundation) are desirable.
• Experience: 4-5 years of experience in an IT support or service desk role
• Should have written and oral experience and Arabic & English Language

Technical Skills:

• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365, Active Directory, and other commonly used software tools.
• Basic understanding of networking concepts (TCP/IP, VPN, DNS, DHCP).
• Experience with ticketing systems (e.g., ServiceNow, JIRA, Remedy).
• Knowledge of remote desktop support tools

Other Skills:

Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users.

Problem Solving: Strong troubleshooting and analytical skills, with a methodical approach to diagnosing and resolving issues.

Customer Focus: A commitment to delivering excellent customer service with a positive, professional attitude.

Time Management: Ability to manage multiple tasks and prioritize issues based on urgency and business impact.

Working Conditions:

Work Hours: Should be able to work on rotational shifts including night shifts & weekends.