Service Help Desk- Tier 1
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Summary
Provide first-line IT support for hardware, software, and basic networking issues using Microsoft 365 and Active Directory. The role involves managing tickets within SLA timelines and maintaining documentation for a long-term project.
Responsibilities
- Provide first-line IT support for incidents and service requests.
- Log, prioritize, troubleshoot, resolve, and escalate tickets within SLA timelines.
- Support users with hardware, software, Microsoft 365, and basic network issues.
- Maintain clear ticket updates and communicate resolution status to users.
- Escalate complex issues to higher-level support teams when required.
- Maintain accurate documentation and knowledge-base records.
Requirements
Requirements
- 2–5 years of relevant Service Desk / IT Help Desk experience.
- Good knowledge of Windows, Microsoft 365, Active Directory, and basic networking.
- Experience with IT ticketing systems and incident management.
- Basic understanding of ITIL and SLA processes.
- Strong troubleshooting, problem-solving, and customer-service skills.
- Good verbal and written communication skills in English; Arabic is an advantage.
Benefits
- Long Term Project