Senior Analyst - English, Arabic, Microsoft Windows

About the role

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. Ensure all tickets meet SLA requirements. Escalate unresolved issues to L2/L3 teams with complete documentation.

What you'll do

• Receive incidents and service requests via phone, email, chat, or ticketing tools
• Perform initial diagnosis and troubleshooting
• Resolve first-level issues where possible
• Update users on ticket status
• Ensure all tickets meet SLA requirements

What you need

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

Good to have

• Ticketing tools