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