Job Description

:

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The IT Service Desk Agent will be responsible for providing first-leveland limited second-level support for users across the organization. This roleinvolves incident management, service request fulfillment, user accountadministration, application support, and escalation handling using the ITticketing portal. The ideal candidate should demonstrate strong technicaltroubleshooting skills, excellent customer service, and the ability toprioritize and manage workload in a fast-paced environment.

Key Responsibilities:

Ticket Management & Support

Review and manage tickets in the

IT ticket portal

, including: + Picking up unassigned tickets + Following up and updating already assigned tickets
Log, categorize, and prioritize incoming service requests and incidents accurately. Provide support through

phone, Microsoft Teams, email, and meetings

.

User Account & Access Management

Create, enable, disable, and extend user accounts upon required approvals. Update user information based on approved requests. Add users to designated

Active Directory

groups and VPN attributes. Assign

Microsoft 365 licenses

(e.g., Office 365, Teams softphone).

Application & System Support (L1)

Support for: +

Office 365 Apps

,

file sharing

+

Java configuration

,

Adobe PDF

+

Windows

+

Orace EBS

Troubleshoot and resolve OS-level issues (e.g., BIOS updates, C drive space issues). Troubleshoot and reinstall applications (PDF tools, browsers, etc.). Install software based on

Security Team-approved

instructions.

Hardware & Network Support

Support for: +

VPN connectivity

+

IPT (IP Telephony)

logins and access
+

Wi-Fi issues

+

Printer support

Conduct

Antivirus security scans

on endpoints.

Process, Policy, and User Guidance

Assist new users with onboarding and use of the

IT Service Desk

. Guide users on complying with

IT security policies

, particularly regarding file sharing.

Qualifications & Skills:

Bachelor's Degree

in IT or a related field.

1-3 years

of experience in IT Service Desk or Desktop Support role. Knowledge of

Microsoft 365

,

Active Directory

, and basic networking. Understanding of

ITIL principles

and incident management processes. Experience using

ITSM tools

(e.g., ManageEngine) is an advantage. Strong communication and interpersonal skills. Ability to multitask and prioritize effectively. Fluent in

English

(Arabic is a plus).

Preferred Certifications:

Microsoft Certified: Modern Desktop Administrator Associate

ITIL Foundation v4

* Any Microsoft 365 or Azure Fundamentals certifications.