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:

Bachelor's 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