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Job Title: Service Desk Analyst

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

Qualification: Bachelor’s degree with knowledge of IT

Certification: Mandatory knowledge of Microsoft products and ITIL Processes

Experience: 3 Years

Responsibilities:

• 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.

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.

• 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