Service Desk & End User Support

About the role

The Service Desk & End User Support professional will be the first point of contact for users, handling incidents and service requests across multiple channels. The role focuses on timely resolution, clear communication, and continuous improvement of support processes.

Key responsibilities

• Receive, log, categorize, and prioritize tickets in the ITSM tool, giving high priority to VIP users.
• Troubleshoot user issues via phone or approved channels, escalating to L2 when needed and creating problem records.
• Manage tickets through to resolution, keep users informed, and issue outage notifications as required.
• Maintain and update the knowledge base and FAQs with solutions and recurring issue information.
• Conduct user satisfaction surveys, report findings, and implement improvement plans.
• Prepare regular reports on ticket volumes, categories, aging, and SLA/KPI performance.

Required profile

• University degree in Computer Science or Information Technology.
• ITIL Foundation certification.
• Microsoft 365 certification.
• Minimum 3 years of Helpdesk or Service Desk experience.
• Fluent in Arabic and English, both written and verbal.

Required skills

• ITIL Foundation knowledge.
• Microsoft 365 administration and support.