Senior Analyst - English, Arabic, Microsoft Windows

About the role

A Service Desk L1 Analyst serves as the first point of contact for users experiencing IT issues. The role focuses on logging, categorizing, troubleshooting, and resolving basic incidents while ensuring excellent customer service and SLA compliance.

What you'll do

• Incident & Request Management
• Receive incidents and service requests via phone, email, chat, or ticketing tools
• Log, categorize, and prioritize tickets accurately
• Perform initial diagnosis and troubleshooting
• Resolve first-level issues where possible

What you need

• Windows
• Active Directory
• Troubleshooting
• Office 365
• ServiceNow
• Networking
• Any graduate

Good to have

• Ticketing tools