Job Description

Roles & Responsibilities

Key Responsibilities

- Receive and log application incidents and service requests in the ITSM tool.

- Perform first-touch triage: user account/access checks, basic configuration, password resets.

- Walk users through standard procedures and known-issue resolutions.

- Maintain ticket quality: complete categorisation, clear notes, accurate priority.

- Escalate complex issues to L2 application engineers with full reproduction context.

- Contribute updates to the application knowledge base for recurring queries.

- Meet defined SLA, FCR, and CSAT targets.

Required Qualifications

- Diploma or Bachelor's degree in IT, CS, or equivalent.

- 2+ years in application support / service desk in an enterprise environment.

- Working knowledge of Windows, Microsoft 365, and Active Directory basics.

- Familiarity with ITSM ticketing (ServiceNow, BMC Helix, Jira SM).

- Customer-first attitude, patience, and clear communication.

Preferred / Nice to Have

- ITIL v4 Foundation.

- Exposure to one or more of: Drupal, Dynamics CRM, Power Pages, FileNet, OpenText, GIS.

- Basic SQL for query-based investigations.

Desired Candidate Profile

- Diploma or Bachelor's degree in IT, CS, or equivalent.

- 2+ years in application support / service desk in an enterprise environment.

- Working knowledge of Windows, Microsoft 365, and Active Directory basics.

- Familiarity with ITSM ticketing (ServiceNow, BMC Helix, Jira SM).

- Native or fluent Arabic AND fluent English both non-negotiable.

- Customer-first attitude, patience, and clear communication.