Job description

Service Desk & End User Support
Responsibilities

• Receive, log, categorize, prioritize, and manage incidents and service requests through the ITSM system.
  
• Provide Level 1 remote, telephone, email, and on-site technical support to end users.
  
• Troubleshoot Windows operating systems, Microsoft 365, Outlook, applications, and user-access issues.
  
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and peripherals.
  
• Diagnose basic network, Wi-Fi, VPN, email, hardware, software, and connectivity problems.
  
• Resolve tickets within agreed SLA timelines and escalate unresolved issues to Level 2 support.
  
• Support user-account setup, password resets, access permissions, and employee onboarding or offboarding.
  
• Maintain hardware and software inventory, updates, patches, antivirus, and asset records.
  
• Provide priority technical assistance to VIP users and critical business functions.
  
• Create knowledge-base articles, troubleshooting guides, incident reports, and service-performance reports.
  
• Inform users about service outages, ticket progress, resolutions, and planned maintenance.
  
• Follow ITIL processes, information-security requirements, and organizational support procedures.
  

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or equivalent.
  
• Minimum 3–4 years of relevant service desk, helpdesk, desktop, or end-user support experience.
  
• ITIL Foundation certification is required or strongly preferred.
  
• Microsoft 365 certification and practical support experience are preferred.
  
• CompTIA A+ and CCNA certifications are advantageous.
  
• Strong knowledge of Windows, Microsoft Office, Outlook, Active Directory, and Microsoft 365.
  
• Experience supporting desktops, laptops, printers, scanners, mobile devices, and other peripherals.
  
• Familiarity with ITSM tools, incident management, service requests, SLA monitoring, and ticket escalation.
  
• Basic knowledge of TCP/IP, LAN/WAN, Wi-Fi, VPN, DNS, DHCP, and network troubleshooting.
  
• Good understanding of cybersecurity, antivirus, patch management, access control, and data protection.
  
• Strong communication, customer-service, documentation, and problem-solving skills.
  
• Ability to work under pressure, manage multiple tickets, and provide professional VIP support.
  
• Fluency in both Arabic and English is required.