The Service Desk Analyst serves as the primary
point of contact for IT support across all business units. This position
manages technical support requests through multiple channels including
in-person, email, and telephone communication. The role focuses on effective
stakeholder communication, basic technical troubleshooting, and efficient ticket
management.
Main Responsibilities:
Manage Level 1 technical support through
multiple channels (phone, email, in-person)
Set clear expectations with stakeholders
regarding issue resolution timelines and processes
Troubleshoot basic hardware, software, and
network connectivity issues
Document all support interactions and solutions
in the ticketing system
Prioritize and manage multiple support requests
based on business impact and urgency
Communicate technical information clearly to
users of varying technical backgrounds
Escalate complex technical issues to appropriate
support levels
Track IT assets and maintain accurate inventory
records
Follow established technical support procedures
and SLAs
Maintain knowledge base documentation
Process user account management requests
Monitor ticket resolution progress and provide
regular updates to stakeholders
Performing other job-related duties as assigned
by Management
Requirements
Tertiary education in Computer Science, Engineering, or other relevant subjects OR equivalent in industry experience
1-3 years hands-on experience in IT service desk or technical support
role
Experience in using IT service management (ITSM) tools and ticketing
systems
Experience in documenting technical issues and solutions and providing
remote technical support
Experience
in providing remote technical support
Experience in Windows operating system support and troubleshooting
Experience
in knowledge base maintenance
Demonstrated ability
to troubleshoot basic IT issues
Knowledge of Windows
operating systems and Microsoft 365 applications
Understanding of
basic network concepts and connectivity troubleshooting
Experience with IT
service management tools and ticketing systems
Basic
understanding of IT security practices
Strong verbal and
written communication skills in English
Proven ability to
manage stakeholder expectations
Demonstrated
problem-solving and analytical capabilities
Experience in
prioritizing multiple tasks effectively
Strong documentation
abilities
Professional and customer-focused approach
Benefits
International team (over 50 nationalities)
24 annual leave days
Annual flight home
Life insurance plan
Medical insurance plan (with the option to upgrade at your own cost)
Access to exclusive Fazaa discounts (applicable in participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more)
Invitations to participate in various company functions, staff events, and department team building events
Opportunities to learn, develop and grow with the organization
Being part of a motivated team and Moving-Forward-Company-Culture
