Analyst - English, Arabic, Microsoft Windows

Job Summary

The Analyst-Help Desk is involved in production work performed in English and other foreign languages over various communication channels, including but not limited to telephone, e-mail, chat, social media, etc.

Key Responsibilities

He/she helps B2B customers by providing resolutions of technical and network issues in a friendly and professional manner using different channels of interaction.

Skill Requirements

Knowledge of MS Office , Windows, VPN, network connectivity.

Other Requirements

Fluent English communication skills. Strong problem-solving and troubleshooting skills.

Job Description : Create, maintain, and continuously improve Knowledge Base (KB) articles to support Service Desk and IT operations. \\r\\n Review, validate, and update existing KB articles to ensure accuracy, relevance, and compliance with standards. \\r\\n Conduct regular meetings with customers and stakeholders to discuss knowledge capture, documentation needs, and improvements. \\r\\n Work closely with Service Desk, IT support teams, and SMEs to capture tacit and explicit knowledge. \\r\\n Ensure knowledge articles follow approved templates, quality guidelines, and governance processes. \\r\\n Promote knowledge reuse and adoption across support teams to improve efficiency and first-contact resolution. \\r\\n Use Knowledge Management tools and platforms to document, publish, and track knowledge articles. \\r\\n Analyze knowledge gaps and proactively recommend new KB content. \\r\\n Support major incidents, problem management, and change management activities by providing relevant knowledge documentation. \\r\\n Coordinate knowledge review cycles and ensure timely updates following process or system changes. \\r\\n Participate in cross-team collaboration, training sessions, and continuous improvement initiatives related to knowledge management.\\r\\n\\r\\n Key Responsibilities\\r\\n First-Line Support: Answer calls, emails, and chat messages, serving as the first point of contact for all IT-related issues.\\r\\n Issue Diagnosis & Troubleshooting:Troubleshoot and resolve common hardware, software, network, and printer issues.\\r\\n Ticket Management: Document, prioritize, and track all incidents in an IT service management (ITSM) ticketing system.\\r\\n\\r\\n Core Requirements & Skills\\r\\n Technical Knowledge: Strong understanding of operating systems (Windows, macOS), productivity suites, basic networking, and hardware setup.\\r\\n Customer Service: Exceptional interpersonal skills and the patience to deal with frustrated or non-technical users.\\r\\n Problem Solving: Ability to quickly assess a situation, identify the root cause, and apply an effective solution.\\r\\n Communication: Clear verbal and written communication for translating technical concepts into easy-to-follow steps.\\r\\n Escalation: Identify complex issues beyond first-line capability and properly escalate them to Tier 2 or Tier 3 IT specialists.\\r\\n Account Management: Perform routine administrative tasks like password resets, user provisioning, and access management.\\r\\n Knowledge Sharing: Create and update internal knowledge base articles, tutorials, and FAQs for common problems.