Service Desk Agent

We are seeking a dedicated Service Desk Agent with 2+ years of experience in Service Desk or Helpdesk environments. The ideal candidate will be responsible for providing Level 1 technical support, managing incidents and service requests, and ensuring high-quality user support aligned with SLA and ITIL best practices.

Key Responsibilities

Act as the single point of contact for registering incidents and service requests.

Provide Level 1 technical support to users (approx. 1500+ users).

Log and update all support tickets in the ITSM tool.

Monitor the full lifecycle of incidents until closure.

Assess and prioritize incidents based on defined SLAs.

Escalate incidents to Level 2 and Level 3 support teams when required.

Communicate incident progress and updates to end users.

Attempt to resolve reported issues remotely via phone or other channels.

Identify VIP/Executive users and handle their requests with high priority.

Maintain and update the Knowledge Base regularly.

Handle calls and requests while ensuring resolution within agreed SLAs.

Generate Service Desk reports and performance dashboards.

Conduct end-user satisfaction surveys and analyze results.

Ensure adherence to ITIL best practices within the Service Desk.

Qualifications & Requirements

Diploma in Computer Science, Information Technology, or a related field.

Minimum 2+ years of experience in Service Desk or Helpdesk roles.

Experience with ITSM or ticketing tools.

Strong knowledge of Microsoft end-user products.

Basic understanding of networking fundamentals.

Good written, verbal, and interpersonal communication skills.

Bilingual (Arabic / English) is required.

Key Skills

Service Desk & Helpdesk Support

ITSM / Ticketing Tools

Incident & Request Management

SLA Management

Microsoft End User Support

Basic Networking

Customer Support & Communication

ITIL Best Practices