JOB TITLE:

Service Desk Analyst/Technical Helpdesk Engineer

JOB PURPOSE:

To handle customer calls and assist end user on Desktop/Laptop related issues.

QUALIFICATION:

Bachelor’s degree with knowledge of IT

CERTIFICATIONS:

Mandatory knowledge of Microsoft products and ITIL Processes

EXPERIENCE:

2-3 Years

REPORTING TO:

TBD

RESPONSIBILITIES (INCLUDES ALL TASKS):

·        Attend to all communications to IT Helpdesk (phone, email, Self Service, chat, walk-in)

·        Use phone etiquette while dealing with users

·        Excellent communications skills in English & Arabic

·        Provide first level support to users and improve first level resolution percentage.

·        Log the calls and requests in the Service Desk System (Prefer candidates worked on different ticketing tools)

·        Troubleshoot and resolve common IT issues related to hardware, software, network connectivity, and applications.

·        Prioritize and manage multiple support requests simultaneously.

·        Decide on priorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for high critical incidents.

·        Attempt to resolve incidents directly (e.g. over the phone or via remote management) as first level support and on-site assistance as needed.

·        If immediate resolution is not possible, assign requests to second level personnel

·        Communicate with users regarding use of FAQs, Policies, and Procedures.

·        Proactively look at root causes for repeated incidents.

·        Track progress and provide call status information to users

·        Provide management reports (Statistics, Trend analysis, Corrective Action)

·        Perform software installations (individual and group rollouts)

·        Manage knowledgebase, FAQs, etc.

·        Maintain list of IT Services, Service Assignment Groups, SLAs, KPIs.

·        Notify support personnel about variance and update Service Desk System for reasons and justification.

·        Improve skills in line with the new technology roll outs in the IT Department

·        Provide guidance to Service Desk Team members and share the knowledge

·        Communicate with users regarding new services, planned service disruptions and other bulletin messages

·        Establish process to facilitate knowledge transfer and foster services sustainability

·        Perform other duties and responsibilities related to the job and as assigned by line Manager.

·        Knowledge of ITIL processes is must and certification will be an added advantage.

·        Desktop administration activities like Windows installation and administration task.

·        Promote security awareness among users by educating them about best practices and identifying potential security risks.

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

·        ITIL certification (Foundation level or higher).

·        Experience with ticketing systems (e.g., ServiceNow, HPSM, Manage Engine, Ivanti).

·        Experience with remote support tools (e.g., TeamViewer, Remote Desktop).

·        Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud).

·        Experience with Active Directory, Exchange, and Office 365.

OPTIONAL

·        The IT Service Desk Analyst will work in a fast-paced environment and must be able to adapt to changing priorities.

·        The role may involve working outside of regular business hours to support critical systems (24x7).

·        A strong commitment to continuous learning and professional development is essential.

SOFT SKILLS:

MANDATORY

·        Ability to explain technical concepts in a clear and understandable manner to non-technical users.

·        Effective listening skills to accurately understand user problems and concerns.

·        Patience and empathy to deal with frustrated or anxious users.

·        Ability to build rapport and trust with end-users.

·        Ability to work effectively as part of a team, collaborating with other IT professionals.

·        Willingness to share knowledge and assist colleagues.

·        Ability to adapt to changing priorities and work environments.

·        Openness to learning new technologies and processes