Service Desk Analyst

Overview

The Service Desk Analyst acts as the initial contact point for IT support services across diverse business units. This role entails managing technical support requests received via several mediums, including face-to-face interactions, emails, and phone calls. It emphasizes clear communication with stakeholders, resolving fundamental technical issues, and handling support tickets efficiently.

Key Duties

• Provide Level 1 technical support through various communication channels such as phone, email, and in-person.
• Communicate resolution timelines and processes clearly to stakeholders to set appropriate expectations.
• Perform basic troubleshooting for hardware, software, and network connectivity problems.
• Record every support interaction and solution accurately in the ticket management system.
• Manage and prioritize multiple support requests based on urgency and impact on business operations.
• Explain technical information in an understandable manner to users with different technical backgrounds.
• Recognize and escalate complex technical issues to higher-level support teams as required.
• Keep track of IT assets and ensure the inventory records are current and accurate.
• Adhere to established IT support procedures and Service Level Agreements (SLAs).
• Maintain and update knowledge base documentation to support consistency and efficiency.
• Process requests related to user account management.
• Monitor the progress of ticket resolutions and provide stakeholders with regular updates.
• Carry out other duties assigned by management.

Minimum Qualifications & Experience

• Post-secondary education in Computer Science, Engineering, or a related discipline, or equivalent industry experience.
• Between 1 to 3 years of practical experience in IT service desk or technical support roles.
• Proficiency in using IT Service Management (ITSM) tools and ticketing software.
• Experience recording technical problems and solutions, including providing remote technical support.
• Competent in Windows operating system support and troubleshooting.
• Familiarity with maintaining knowledge bases.
• Fundamental understanding of network concepts and connectivity troubleshooting.
• Basic knowledge of IT security protocols.
• Excellent verbal and written English communication skills.
• Proven skills in managing stakeholder expectations and handling multiple priorities effectively.
• Strong problem-solving, analytical, and documentation skills.
• Customer-focused and professional approach in interactions.

Benefits and Perks

• Opportunity to work within an international team comprising over 50 different nationalities.
• 24 days of annual paid leave.
• Annual round-trip flight to home country provided.
• Life insurance coverage.
• Medical insurance with options available for upgrades at personal expense.
• Access to exclusive discounts through the Fazaa program for various retail stores, dining outlets, fitness centers, entertainment venues, and medical clinics.
• Invitations to participate in organizational events, team activities, and social gatherings.
• Opportunities for personal development, learning, and career advancement within the company.
• Becoming part of a motivated team and progressive company culture.