Senior Analyst - English, Arabic, Microsoft Windows

Job Summary

ob Description: Service Desk Analyst (Level 1) The Service Desk Analyst will act as the first point of contact for IT-related incidents and service requests. The role focuses on providing timely Level 1 technical support, ensuring excellent customer service, proper ticket handling, and adherence to defined Service Level Agreements (SLAs). Key Responsibilities • Log, categorize, prioritize, and manage incidents and service requests through the ticketing system • Provide Level 1 technical support and perform basic troubleshooting for hardware, software, and network-related issues • Resolve common issues related to Windows OS, MS Office, O365, and end-user applications • Escalate unresolved or complex issues to Level 2 / Level 3 support teams as per escalation procedures • Monitor ticket queues and ensure timely resolution in line with SLA commitments • Communicate clearly with users, providing regular updates on incident status and resolution progress • Ensure accurate documentation, proper ticket closure, and user confirmation upon issue resolution • Follow ITIL-based incident, request, and problem management processes Skills & Experience Required • Hands-on experience with ticketing tools such as Service Now or similar ITSM platforms • Good working knowledge of: o Windows operating systems o MS Office and O365 applications o Basic networking concepts (LAN, VPN, connectivity issues) • Strong verbal and written communication skills • Customer-focused mindset with the ability to handle users professionally • Basic understanding of ITIL processes (Incident Management, Service Request Management)

Key Responsibilities

ob Description: Service Desk Analyst (Level 1) The Service Desk Analyst will act as the first point of contact for IT-related incidents and service requests. The role focuses on providing timely Level 1 technical support, ensuring excellent customer service, proper ticket handling, and adherence to defined Service Level Agreements (SLAs). Key Responsibilities • Log, categorize, prioritize, and manage incidents and service requests through the ticketing system • Provide Level 1 technical support and perform basic troubleshooting for hardware, software, and network-related issues • Resolve common issues related to Windows OS, MS Office, O365, and end-user applications • Escalate unresolved or complex issues to Level 2 / Level 3 support teams as per escalation procedures • Monitor ticket queues and ensure timely resolution in line with SLA commitments • Communicate clearly with users, providing regular updates on incident status and resolution progress • Ensure accurate documentation, proper ticket closure, and user confirmation upon issue resolution • Follow ITIL-based incident, request, and problem management processes Skills & Experience Required • Hands-on experience with ticketing tools such as Service Now or similar ITSM platforms • Good working knowledge of: o Windows operating systems o MS Office and O365 applications o Basic networking concepts (LAN, VPN, connectivity issues) • Strong verbal and written communication skills • Customer-focused mindset with the ability to handle users professionally • Basic understanding of ITIL processes (Incident Management, Service Request Management)

Skill Requirements

ob Description: Service Desk Analyst (Level 1) The Service Desk Analyst will act as the first point of contact for IT-related incidents and service requests. The role focuses on providing timely Level 1 technical support, ensuring excellent customer service, proper ticket handling, and adherence to defined Service Level Agreements (SLAs). Key Responsibilities • Log, categorize, prioritize, and manage incidents and service requests through the ticketing system • Provide Level 1 technical support and perform basic troubleshooting for hardware, software, and network-related issues • Resolve common issues related to Windows OS, MS Office, O365, and end-user applications • Escalate unresolved or complex issues to Level 2 / Level 3 support teams as per escalation procedures • Monitor ticket queues and ensure timely resolution in line with SLA commitments • Communicate clearly with users, providing regular updates on incident status and resolution progress • Ensure accurate documentation, proper ticket closure, and user confirmation upon issue resolution • Follow ITIL-based incident, request, and problem management processes Skills & Experience Required • Hands-on experience with ticketing tools such as Service Now or similar ITSM platforms • Good working knowledge of: o Windows operating systems o MS Office and O365 applications o Basic networking concepts (LAN, VPN, connectivity issues) • Strong verbal and written communication skills • Customer-focused mindset with the ability to handle users professionally • Basic understanding of ITIL processes (Incident Management, Service Request Management)

Other Requirements

ob Description: Service Desk Analyst (Level 1) The Service Desk Analyst will act as the first point of contact for IT-related incidents and service requests. The role focuses on providing timely Level 1 technical support, ensuring excellent customer service, proper ticket handling, and adherence to defined Service Level Agreements (SLAs). Key Responsibilities • Log, categorize, prioritize, and manage incidents and service requests through the ticketing system • Provide Level 1 technical support and perform basic troubleshooting for hardware, software, and network-related issues • Resolve common issues related to Windows OS, MS Office, O365, and end-user applications • Escalate unresolved or complex issues to Level 2 / Level 3 support teams as per escalation procedures • Monitor ticket queues and ensure timely resolution in line with SLA commitments • Communicate clearly with users, providing regular updates on incident status and resolution progress • Ensure accurate documentation, proper ticket closure, and user confirmation upon issue resolution • Follow ITIL-based incident, request, and problem management processes Skills & Experience Required • Hands-on experience with ticketing tools such as Service Now or similar ITSM platforms • Good working knowledge of: o Windows operating systems o MS Office and O365 applications o Basic networking concepts (LAN, VPN, connectivity issues) • Strong verbal and written communication skills • Customer-focused mindset with the ability to handle users professionally • Basic understanding of ITIL processes (Incident Management, Service Request Management)