Service Desk Analyst with Arabic
Core
Provide first-level administrative and technical support for hardware, software, IP telephony, connectivity, security, and real-time operations issues.
Role type
Service Desk Analyst
Builds
IT support services for internal customers
Domain
Energy industry IT support
Deliverable
Dashboards & analysis (ticketing system management)
Required skills
Operating Systems, Active Directory, Azure AD, Networking troubleshooting, Hardware diagnostics, Ticket lifecycle management, Escalation process, Root cause analysis, Knowledge base utilization
Preferred skills
Higher education in IT
Technologies
Active Directory, Azure AD
Responsibilities
Answer calls, emails, and web chat requests; Log incident and service request details; Communicate incident progress to customers; Ensure tickets are up to date; Escalate unresolved incidents; Perform post-resolution follow-up; Resolve and close incidents; Provide daily hand-over updates; Update the Knowledge Base.
Seniority
Junior to Mid-level (1-3 years experience)
