Shift Lead - Arabic, Microsoft Windows

About the role

This role provides essential oversight for shift operations, ensuring timely resolution of service requests and escalations within a Microsoft Windows environment. The individual leverages in-depth Arabic and English language proficiency to support users, maintain operational reports, and facilitate accurate communication and documentation.

What you'll do

• Address and resolve service desk calls and chats using Microsoft Windows tools, ensuring compliance with agreed SLAs and clear communication in Arabic and English
• Maintain and update attendance, leave reports, shift rosters, and break schedules using Microsoft Excel and Windows-based applications for accurate shift management
• Perform basic infrastructure management and ad hoc analysis tasks within Microsoft Windows, supporting operational continuity and issue resolution
• Handle and resolve user escalations in Arabic and English, ensuring adherence to defined processes and quality standards
• Document incident resolutions, analyses, and process updates in the knowledge base using Microsoft Word and SharePoint, and disseminate relevant information to the team

What you need

• Windows
• Incident response
• Any graduate