Tier 1 Service Desk Analyst

Tier 1 Service Desk Analyst

We are seeking a Tier 1 Service Desk Analyst to provide first-line IT support across a large, multi-site environment. The ideal candidate will have strong troubleshooting and communication skills, a customer-focused approach, and fluency in both English and Arabic. Education-sector experience is an advantage.

Key Responsibilities:

• Answer contacts via phone, email, self-service portal and chat within target response times.
• Log all contacts accurately with correct categorization, priority, impact and urgency.
• Resolve first-line issues using knowledge articles – password resets, account unlocks, basic application, printing and connectivity issues.
• Route unresolved contacts to the correct resolver group with complete diagnostic information.
• Keep users informed of progress and manage expectations through to closure.
• Escalate potential major incidents to the Supervisor immediately on identification.
• Provide feedback on knowledge article accuracy and gaps.
• Support user communications during planned changes and outages.
• Meet individual quality, productivity and customer satisfaction targets.

 

Required Technical Skills:

• Windows 10/11 and Microsoft 365 end-user troubleshooting.
• Active Directory basics – password resets, unlocks, group membership.
• Basic networking concepts and connectivity troubleshooting.
• Clear telephone manner and strong written communication in both languages.
• ITSM tool experience (ServiceNow or equivalent).

 

Education & Certifications:

• Diploma or Bachelor’s degree in IT or a related discipline.
• ITIL Foundation preferred.
• CompTIA A+ or Microsoft fundamentals an advantage.

 

Other Requirements:

• Willing to work rotating shifts including weekends, early and late cover, and examination periods.
• Patience and empathy when supporting non-technical users including teaching staff.
• Clean police clearance and security vetting.

 

Language:

• Bilingual English and Arabic – required.