Service Desk Analyst

Role Overview: As a Service Desk Analyst/Technical Helpdesk Engineer, your primary responsibility will be to handle customer calls and assist end users with Desktop/Laptop related issues. You will need to provide first level support to users, log calls in the Service Desk System, troubleshoot and resolve common IT issues, and prioritize multiple support requests simultaneously. Additionally, you will be expected to communicate effectively with users, track progress, and provide management reports. Key Responsibilities: - Attend to all communications to IT Helpdesk through various channels such as phone, email, Self Service, chat, and walk-in. - Use phone etiquette while dealing with users and exhibit excellent communication skills in English & Arabic. - Log calls and requests in the Service Desk System, preferably candidates with experience in different ticketing tools. - Troubleshoot and resolve IT issues related to hardware, software, network connectivity, and applications. - Prioritize and manage multiple support requests, mobilize support team for high critical incidents, and assign requests to second level personnel if immediate resolution is not possible. - Communicate with users on FAQs, Policies, Procedures, and root causes for repeated incidents. - Provide management reports, perform software installations, manage knowledgebase, maintain IT Services list, and update Service Desk System. - Improve skills in line with new technology rollouts, provide guidance to Service Desk Team members, and communicate with users on new services and planned disruptions. - Establish processes for knowledge transfer, perform desktop administration tasks, and promote security awareness among users. Qualification Required: - Bachelor's degree in IT or related field. - Mandatory knowledge of Microsoft products and ITIL Processes. - 2-3 years of relevant experience. - ITIL certification (Foundation level or higher). - Experience with ticketing systems, remote support tools, cloud platforms, Active Directory, Exchange, and Office 365. - Ability to explain technical concepts clearly, effective listening skills, patience, empathy, teamwork, adaptability, and openness to learning new technologies and processes.,