IT Service Desk Specialist

About this role

This is a full-time, fully remote Job.

Key Responsibilities

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Helpdesk & Incident Management: Provide Tier 1 and Tier 2 technical support to end-users, resolving hardware, software, and network issues in accordance with ITIL best practices.

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System & Application Support: Administer, troubleshoot, and support internal business applications and core IT systems to ensure maximum uptime and user productivity.

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Microsoft 365 Administration: Manage and support the M365 environment, including user provisioning, Teams, Exchange, SharePoint, and endpoint management.

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Business Requirement Analysis: Collaborate with business stakeholders to gather, document, and analyze IT requirements. Translate business needs into technical specifications for system enhancements or new implementations.

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Process Improvement: Identify recurring IT issues and work with the infrastructure team to implement permanent fixes (Problem Management).

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Knowledge Management: Create and maintain technical documentation, standard operating procedures (SOPs), and user guides.

Technical Requirements & Qualifications

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Education: Bachelor’s degree in Information Technology, Computer Science is a must.

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Experience: Minimum of 3+ years of proven experience in a helpdesk, service desk, or IT support role.

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Certifications:

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ITIL Foundation certification is mandatory.

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Microsoft 365 Certification is required.

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Languages:Fluent in both Arabic and English (excellent verbal and written communication skills are essential for supporting diverse users and documenting processes).

Originally posted on Himalayas