Help Desk Analyst

Role Overview

Switch Al Maghrib (SWAM) seeks a part-time Help Desk Analyst to deliver technical and customer support remotely. The analyst will address support requests received via phone, email, and ticketing platforms, troubleshooting desktop systems, software, and networking challenges. Responsibilities include documenting incidents and their resolution in line with established procedures.

The role involves prioritizing issues and escalating when needed, maintaining clear communication with users, and ensuring timely problem resolution. Additional duties include contributing to knowledge base documentation, supporting onboarding of new users, and recommending process improvements through analysis of recurring problems.

Candidate Qualifications

• Proficiency in technical support with expertise in troubleshooting hardware, software, and connectivity issues.
• Strong analytical skills to determine root causes, interpret error messages, and detect problem trends.
• Hands-on experience with desktop computers, operating systems like Windows, and common office software.
• Excellent customer service skills, including effective communication, attentive listening, and a service-driven mindset.
• Familiarity with ticketing systems, foundational networking concepts, and remote assistance tools is preferred.
• Fluent in English both written and spoken, capable of working independently in a remote setting.
• Previous help desk or technical support experience and relevant IT certifications (e.g., CompTIA A+, ITIL fundamentals) are advantageous.