Service Desk Analyst

JOB TITLE: Service Desk Analyst/Technical Helpdesk Engineer JOB PURPOSE: To handle customer calls and assist end user on Desktop/Laptop related issues. QUALIFICATION: Bachelors degree with knowledge of IT CERTIFICATIONS: Mandatory knowledge of Microsoft products and ITIL Processes EXPERIENCE: 2-3 Years REPORTING TO: TBD RESPONSIBILITIES (INCLUDES ALL TASKS): Attend to all communications to IT Helpdesk (phone, email, Self Service, chat, walk-in) Use phone etiquette while dealing with users Excellent communications skills in English & Arabic Provide first level support to users and improve first level resolution percentage. Log the calls and requests in the Service Desk System (Prefer candidates worked on different ticketing tools) Troubleshoot and resolve common IT issues related to hardware, software, network connectivity, and applications. Prioritize and manage multiple support requests simultaneously. Decide on priorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for high critical incidents. Attempt to resolve incidents directly (e.g. over the phone or via remote management) as first level support and on-site assistance as needed. If immediate resolution is not possible, assign requests to second level personnel Communicate with users regarding use of FAQs, Policies, and Procedures. Proactively look at root causes for repeated incidents. Track progress and provide call status information to users Provide management reports (Statistics, Trend analysis, Corrective Action) Perform software installations (individual and group rollouts) Manage knowledgebase, FAQs, etc. Maintain list of IT Services, Service Assignment Groups, SLAs, KPIs. Notify support personnel about variance and update Service Desk System for reasons and justification. Improve skills in line with the new technology roll outs in the IT Department Provide guidance to Service Desk Team members and share the knowledge Communicate with users regarding new services, planned service disruptions and other bulletin messages Establish process to facilitate knowledge transfer and foster services sustainability Perform other duties and responsibilities related to the job and as assigned by line Manager. Knowledge of ITIL processes is must and certification will be an added advantage. Desktop administration activities like Windows installation and administration task. Promote security awareness among users by educating them about best practices and identifying potential security risks. TECHNICAL SKILLS /COMPETENCIES: MANDATORY ITIL certification (Foundation level or higher). Experience with ticketing systems (e.g., ServiceNow, HPSM, Manage Engine, Ivanti). Experience with remote support tools (e.g., TeamViewer, Remote Desktop). Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud). Experience with Active Directory, Exchange, and Office 365. OPTIONAL The IT Service Desk Analyst will work in a fast-paced environment and must be able to adapt to changing priorities. The role may involve working outside of regular business hours to support critical systems (24x7). A strong commitment to continuous learning and professional development is essential. SOFT SKILLS: MANDATORY Ability to explain technical concepts in a clear and understandable manner to non-technical users. Effective listening skills to accurately understand user problems and concerns. Patience and empathy to deal with frustrated or anxious users. Ability to build rapport and trust with end-users. Ability to work effectively as part of a team, collaborating with other IT professionals. Willingness to share knowledge and assist colleagues. Ability to adapt to changing priorities and work environments. Openness to learning new technologies and processes