Senior Analyst - English, Arabic, Microsoft Windows

Job Summary

The Service Desk Manager is responsible for leading the IT service desk team to deliver high-quality technical support, ensure adherence to SLAs, and drive continuous service improvements aligned with business needs.

Key Responsibilities

Manage day-to-day operations of the IT Service Desk (L1/L2 support) Ensure timely resolution of incidents, service requests, and escalations Monitor and meet SLA/KPI targets (response time, resolution time, CSAT) Lead, mentor, and develop service desk team members Implement ITIL best practices (Incident, Problem, Change Management) Handle major incidents and ensure proper communication with stakeholders Drive continuous service improvement initiatives and process enhancements Maintain knowledge base and ensure documentation of recurring issues Coordinate with infrastructure, application, and third-party vendors Prepare reports and dashboards for management review

Skill Requirements

Strong knowledge of ITIL framework and service management processes Excellent leadership, communication, and stakeholder management skills Experience in ticketing tools (Service Now, Remedy, Jira, etc.) Strong analytical and problem-solving abilities Ability to manage escalations and critical incidents effectively Customer-centric mindset with focus on service quality

Other Requirements

Bachelor’s degree in IT, Computer Science, or related field 8–12 years of IT experience with 3–5 years in Service Desk leadership ITIL certification preferred