Analyst - English, Arabic, Microsoft Windows

Job Summary

Provide technical support to end users by troubleshooting issues, managing incident tickets, configuring systems, and maintaining documentation. Partner with IT teams to ensure seamless service delivery.

Key Responsibilities

First-Level Technical Support: Serve as primary contact for users via phone, email, chat, or in-person; log incidents and manage ticket lifecycle. Troubleshooting & Resolution: Diagnose and resolve hardware/software/network issues (Windows, macOS, mobile OS, printers, VDI) at Tier-1/Tier-2 level. Incident & Request Management: Prioritize, document, track service requests and incidents using ITSM tools (ServiceNow) Escalation & Collaboration: Escalate complex issues to specialized teams (network, security, dev). User Account & Security Support: Manage Active Directory, password resets, access permissions; assist with security procedures. Knowledge Base & Documentation: Maintain resolution notes, update internal KB, contribute to support documentation. User Training & Communication: Provide guidance, and status updates to end users.

Skill Requirements

Required Qualifications: Excellent customer service and troubleshooting skills Knowledge of ITSM tools, Active Directory, Windows/macOS

Other Requirements