Receive incidents and service requests through multiple communication channels, provide first-level assistance, and log, categorize, and prioritize all tickets in the ITSM tool, giving high priority to VIP users.
Troubleshoot user issues by phone or other approved channels, escalate unresolved tickets to L2 support within agreed time limits, and create problem records when required.
Manage tickets through to resolution and closure, keep users informed of progress, and issue outage notifications when requested.
Continuously update the knowledge management database and FAQs with solutions, troubleshooting guidance, and information on recurring issues.
Conduct user satisfaction surveys, report findings, and implement improvement plans based on feedback. Prepare reports covering ticket volumes, incident categories, open versus closed tickets, ticket aging, and SLA/KPI achievements.

Requirements

University degree in Computer Science or Information Technology
Must have *ITIL Foundation certification* .
Must have *Microsoft 365 certification.*
*Minimum 3 years of relevant Helpdesk or Service Desk experience.*
Fluent in both *Arabic and English,* with strong written and verbal communication skills.

Benefits

Longterm

Required skills

ITSM tool ticketing (logging, categorizing, prioritizing)Incident management (receive, manage through to resolution, closure)Service request handling (multi-channel intake and fulfillment)Ticket prioritization including VIP user prioritizationFirst-level troubleshooting and phone/remote user supportEscalation management to L2 within agreed SLAsProblem management (create and maintain problem records)Knowledge management and knowledge base/FAQ maintenanceUser communication and outage/incident notificationsReporting and metrics analysis (ticket volumes, categories, aging, SLA/KPI)Conducting user satisfaction surveys and implementing improvementsMicrosoft 365 support/administration (certified)ITIL Foundation practices (certified)Bilingual written and verbal communication (Arabic and English)

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