Senior Analyst - English, Arabic, Microsoft Windows

Job Summary

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) Preferred Qualifications (Optional) • ITIL Foundation certification • Experience working in a 24x7 or shift-based support environment • Exposure to Active Directory, password resets, and user access management

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat, Ensuring Adherence To Agreed Sla For Ticket Resolution.

2. Uphold Quality Standards By Monitoring Voice And Accent, Ensuring Compliance With Regulatory Requirements And Company Policies In All Customer Interactions.

3. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution And Maintaining A Low Average Handling Time (Aht) While Minimizing Rejected Resolutions And Reopen Cases.

4. Maintain High Availability And Login Efficiency To Ensure Prompt Support For Customers, Contributing To Overall Service Excellence.

5. Update Work Logs Diligently And Follow Escalation Processes To Route Complex Problems To Appropriate Support Specialists Or Higher-Level It Support Teams As Necessary.

6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Initiatives To Enhance Professional Skills.

Skill Requirements

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) Preferred Qualifications (Optional) • ITIL Foundation certification • Experience working in a 24x7 or shift-based support environment • Exposure to Active Directory, password resets, and user access management

Other Requirements

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) Preferred Qualifications (Optional) • ITIL Foundation certification • Experience working in a 24x7 or shift-based support environment • Exposure to Active Directory, password resets, and user access management