Service Help Desk- Tier 1

Responsibilities

• Provide first-line IT support for incidents and service requests.
  
• Log, prioritize, troubleshoot, resolve, and escalate tickets within SLA timelines.
  
• Support users with hardware, software, Microsoft 365, and basic network issues.
  
• Maintain clear ticket updates and communicate resolution status to users.
  
• Escalate complex issues to higher-level support teams when required.
  
• Maintain accurate documentation and knowledge-base records.
  

Requirements

Requirements

• 2–5 years of relevant Service Desk / IT Help Desk experience.
  
• Good knowledge of Windows, Microsoft 365, Active Directory, and basic networking.
  
• Experience with IT ticketing systems and incident management.
  
• Basic understanding of ITIL and SLA processes.
  
• Strong troubleshooting, problem-solving, and customer-service skills.
  
• Good verbal and written communication skills in English; Arabic is an advantage.
  

Benefits

• Long Term Project