Senior Analyst - English, Arabic, Microsoft Windows

Job Summary

The Senior Service Desk Engineer acts as a technical escalation point and service delivery leader, responsible for handling complex incidents, ensuring SLA compliance, and driving service excellence across enterprise IT environments. The role combines advanced troubleshooting, incident management, and customer experience ownership in a global support model

Key Responsibilities

1. Incident & Request Management Handle L2/L3 incidents, service requests, and escalations. Perform advanced troubleshooting and Root Cause Analysis (RCA). Hello Team...– Level 2 | Viva Engage Ensure incidents are resolved within SLA timelines with proper prioritization. Point Of C...Full-Time | Viva Engage Own end-to-end ticket lifecycle (log → diagnose → resolve → close). 2. Technical Escalation & Support Act as Single Point of Contact (SPOC) for high-priority (P1/P2) incidents. Hello Team...– Level 2 | Viva Engage Provide support across: Windows / macOS environments Microsoft 365 (Exchange, Teams, One Drive) Active Directory & IAM (MFA, access) Hello Team...– Level 2 | Viva Engage VPN, VDI (Citrix / VMware), SCCM Coordinate with L3/infrastructure teams for critical issue resolution. 3. Service Desk Operations & Governance Ensure adherence to ITIL processes (Incident, Problem, Change Management). Hello Team...– Level 2 | Viva Engage Monitor SLA/KPI metrics: First Contact Resolution (FCR) Average Handling Time (AHT) Ticket backlog Drive service improvements and process optimization. 4. Problem Management & Continuous Improvement Identify recurring issues and perform problem management activities. Implement permanent fixes and preventive actions based on RCA. Hello Team...– Level 2 | Viva Engage Contribute to knowledge base creation to reduce repeat incidents. Hi All, H...Keyword: S | Viva Engage 5. Knowledge Management & Documentation Maintain detailed documentation of: Issues and resolutions SOPs, runbooks, KB articles Hi All, H...Keyword: S | Viva Engage Enable knowledge transfer across L1/L2 teams. 6. Customer Experience & Communication Provide high-quality user support via calls, chat, and email. Point Of C...Full-Time | Viva Engage Ensure clear communication and regular updates to users/stakeholders. Maintain high CSAT score through effective service delivery. 7. Team Support & Leadership Mentor junior engineers (L1/L2). Support shift leads / managers in: Queue management Resource allocation Escalation handling Participate in shift rotations and 24x7 support model.

Skill Requirements

Core Skills L2/L3 Service Desk / EUC support Advanced troubleshooting & RCA ITIL-based service operations Technical Skills OS: Windows, macOS Tools: Service Now / Remedy / Manage Engine Hello Team...– Level 2 | Viva Engage SCCM, Intune Infrastructure: Active Directory (user/group management) VPN / Remote access VDI (Citrix / VMware) Collaboration: Microsoft 365 suite Security: MFA, endpoint security, compliance controls

Other Requirements

Experience 6–10 years in IT support / service desk Strong exposure to global enterprise environments Experience handling critical incidents and escalations Educational Qualifications Bachelor’s degree in IT, Computer Science, or related field

Preferred Certifications\\r\\n\\r\\nITIL Foundation / Intermediate\\r\\n Microsoft 365 / Azure certifications\\r\\n Endpoint / EUC certifications (SCCM, Intune, Citrix)\\r\\n\\r\\n\\r\\n Key Competencies\\r\\n\\r\\n Strong problem-solving & analytical skills\\r\\n Customer-centric mindset\\r\\n Ability to work in high-pressure SLA-driven environments\\r\\n Effective communication & stakeholder management