Service Desk & End User Support

Job Description

• 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

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.