Job Description

The IT Service Desk Agent will be responsible for providing first-level and limited second-level support for users across the organization. This role involves incident management, service request fulfillment, user account administration, application support, and escalation handling using the IT ticketing portal. The ideal candidate should demonstrate strong technical troubleshooting skills, excellent customer service, and the ability to prioritize 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.