Senior Analyst - English, Arabic, Microsoft Windows

Job Summary

The L1 Service Desk Analyst is the first point of contact for end users, responsible for initial incident handling, service request fulfillment, and proper routing/escalation within defined SLA and scope boundaries.L1 reps handling Service Desk calls

Key Responsibilities

1. Incident & Request Handling Receive user contacts via voice, chat, and email.Log, categorize, prioritize, and document incidents and service requests in the ITSM tool (commonly Service Now).Validate impact and urgency based on P1 / P2 criteria and defined playbooks.Perform basic (L1) troubleshooting using knowledge articles and SOPs.Ensure proper resolution or timely escalation to L2/L3 when required.

Skill Requirements

L1 reps handling Service Desk calls

Other Requirements

L1 reps handling Service Desk calls