Service Desk Analyst

Role Details

Job Title: Service Desk Analyst – Hebrew Language Support

Location: Egypt

Experience: 2+ Years

Language Requirement: Fluent Hebrew (Read, Write & Speak)

Job Summary

We are looking for a customer-focused and technically skilled Service Desk Analyst (Hebrew Support) to provide first-level IT support to global users. The role involves handling incidents and service requests through phone, email, chat, and ticketing tools while ensuring high customer satisfaction and adherence to SLA commitments.

Key Responsibilities

Provide L1 technical support to end users in Hebrew via calls, emails, chats, and web tickets.

Diagnose and resolve hardware, software, network, and application-related issues.

Log, categorize, prioritize, and track incidents in ITSM tools such as ServiceNow.

Troubleshoot issues related to:

Windows Operating System

Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

Active Directory (Password Reset, Account Unlock)

VPN and Remote Access

Printing and Peripheral Devices

Basic Network Connectivity

Escalate unresolved issues to appropriate resolver groups following defined procedures.

Ensure all tickets are updated with troubleshooting steps and resolution details.

Meet agreed Service Level Agreements (SLAs), productivity, and quality targets.

Maintain a high level of customer satisfaction and professionalism.

Participate in shift handovers and knowledge-sharing activities.

Required Skills

Native or business-level proficiency in Hebrew.

Good verbal and written communication skills in Hebrew.

Strong customer service orientation.

Basic understanding of IT infrastructure and troubleshooting concepts.

Knowledge of Windows, Microsoft Office, Active Directory, and networking fundamentals.

Ability to multitask and work in a fast-paced support environment.