Receive incidents and service requests through multiple communication channels, provide first-level assistance, and log, categorize, and prioritize all tickets in the ITSM tool, giving high priority to VIP users.
Troubleshoot user issues by phone or other approved channels, escalation unresolved tickets to L2 support within agreed time limits, and create problem records when required.
Manage tickets through to resolution and closure, keep users informed of progress, and issue outage notifications when requested.
Continuously update the knowledge management database and FAQs with solutions, troubleshooting guidance, and information on recurring issues.
Conduct user satisfaction surveys, report findings, and implement improvement plans based on feedback. Prepare reports covering ticket volumes, incident categories, open versus closed tickets, ticket aging, and SLA/KPI achievements.
Requirements
University degree in Computer Science or Information Technology
Must have * ITIL Foundation certification * .
Must have * Microsoft 365 certification. *
* Minimum 3 years of relevant Helpdesk or Service Desk experience. *
Fluent in both * Arabic and English, * with strong written and verbal communication skills.
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