Analyst - English, Arabic, Microsoft Windows

Job Summary

IT Service Desk Agent (English)

Key Responsibilities

Provide Level 1 remote desktop support via phone, email, and chat for hardware, software, and network issues. Diagnose and resolve incidents within agreed SLA timelines and ticket volumes. Ensure First Call Resolution (FCR) and maintain a low Average Handling Time (AHT). Adhere to quality standards including voice and accent clarity, and technical monitoring protocols. Maintain high login efficiency and availability to support customer needs. Escalate unresolved issues to Level 2/3 support teams following defined escalation procedures. Update and maintain accurate worklogs and ticket documentation. Contribute to knowledge base updates and participate in continuous self-development. Ensure compliance with regulatory requirements and internal company policies. Deliver a positive customer experience and drive high Customer Satisfaction (CSAT) scores. Minimize rejected resolutions and reopened cases through thorough troubleshooting and communication.

Skill Requirements

Fluency in English (spoken and written) is mandatory. 1–2 years of experience in a technical support or service desk environment. Strong knowledge of Windows OS, MS Office Suite, basic networking, and remote desktop tools. Familiarity with ticketing systems (Service Now). Excellent communication and interpersonal skills. Ability to work in rotational shifts and under pressure. Strong problem-solving and analytical thinking. Customer-oriented mindset with a focus on service excellence.

Other Requirements

ITIL Foundation certification. Experience supporting multilingual environments. Exposure to shared services or global support models.