Engineer - Service Desk

The Service Desk Analyst – L1 is responsible for acting as the Single Point of Contact (SPOC) for all IT-related incidents and service requests raised by end users. The role involves receiving requests through multiple communication channels, logging and classifying tickets in the ITSM system, providing first-level remote support, and ensuring timely resolution or escalation in accordance with SLAs, SOPs, and ITIL best practices.

The Service Desk L1 plays a critical role in maintaining service continuity, ensuring customer satisfaction, and coordinating with IT Support, NOC, SOC, and Infrastructure teams as required.

 

Act as the Single Point of Contact (SPOC) for all IT incidents and service requests as defined in the Customer Scope of Work (SoW).
Receive and respond to support requests via phone, email, chat, and ITSM portal.
Log, categorize, prioritize, and assign tickets accurately based on impact, urgency, and SLA requirements.
Provide first-level remote support using approved tools and procedures.
Aim to achieve First Call Resolution (FCR) where possible, in line with SLAs.
Escalate incidents and service requests to appropriate support teams when resolution is beyond L1 scope.
Monitor ticket progress and ensure continuous follow-up until closure.
Communicate proactively with end users, providing timely updates and resolution confirmations.
Follow ITIL-aligned Incident, Request Fulfillment, Problem, and Change Management processes.
Assist users with “How-to” queries and basic guidance on IT services and applications.
Document resolutions, workarounds, and troubleshooting steps in the knowledge base.
Maintain and update Standard Operating Procedures (SOPs) as required.
Participate in Major Incident processes by supporting communication and ticket coordination.
Ensure compliance with customer security policies, access controls, and acceptable use guidelines.
Support SLA monitoring and contribute to service performance reporting (daily, weekly, monthly).
Maintain a professional, courteous, and customer-focused attitude at all times.
Collect and support analysis of user feedback and Customer Satisfaction (CSAT) results.
Proactively identify recurring issues and suggest service improvement opportunities.
Conduct regular assessments of user feedback, including Customer Satisfaction Surveys.
Building trust relationships with End users.
 

Required Knowledge and experience:
Minimum 5 years’ experience in large scale IT Support Team 
Should have Desktop Platforms, Software and Business Application Support : 
Remote troubleshooting and diagnosis of OS issues on Users devices. 
Remote installation, upgrade, configuration, troubleshooting and diagnosis of desktop and business application on  user’s devices, and any other applications used by IT users, 
Assist and answering users “How to” questions related to desktop and business Application. 
Ensure adherence to licensing agreements and oversee software renewal through Software license management tool provided by Client. 
Assist in testing and evaluating new applications. 
End User Account Management & Support:
Creation, deletion, extend and unlock of AD users and maintain user’s information/details as per standards . 
Support in reset password according to approved procedures and deal with password issues . 
Configuration of email account on Users devices . 
Troubleshooting and diagnosis of user AD accounts, email account, email archiving and calendar issues on user’s devices . 
Microsoft Office 365 and Collaboration Support:
Remote installation, upgrade, and configuration of MS Office 365 applications on user’s devices and as per standards .
Remote troubleshooting and diagnosis of MS Office 365 issues.
Provide support for Mail clients and establish email connectivity.
Assist users on MS Office 365 applications, capabilities, and collaboration tools (Excel, Word, PowerPoint, OneDrive, Skype, MS Teams, etc.).
Desktops, Laptops, Tablet, Printers, and Mobile devices Support:
Troubleshooting and diagnosis of user’s devices remotely like (Computers, laptops, Printers, Network Printers, scanners, etc.,) or any other IT equipment. 
Adding/sharing and configuring printers to the user’s devices . 
Troubleshooting and diagnosis of printing failures, printer’s, software, and network issues remotely. 
Assist users to configure their emails in mobile devices. 
Remote troubleshooting and diagnosis of mobile devices Email, software, and network issues . 
Monitor devices throughout their lifecycle, including managing repairs, replacements, and retirements.

Other Requirements:
Experience in Using ITSM or Ticketing System (S-Max, Summit , Manage Engine , Service Desk , Service Now , Remedy , HP –ITSM ..) 
Strong experience supporting:
Desktops, laptops, tablets, printers, scanners, and peripherals
Windows OS troubleshooting and configuration
Business applications and productivity tools
Experience in onsite troubleshooting and customer-facing support.
Knowledge of ITIL Incident, Request, Problem, and Change Management processes.
Experience working with ITSM / ticketing tools (ServiceNow, BMC Remedy, ManageEngine, HP ITSM, etc.).
understanding of networking concepts (LAN, Wi-Fi, DNS, VPN – awareness level).
Familiarity with endpoint security concepts (antivirus, encryption, USB policies).
Experience supporting Office 365 and collaboration tools (Outlook, Teams, OneDrive, Word, Excel).
Experience in asset management and device lifecycle support.

Required
Bachelor's degree in Computer Science, Information Technology, or a related field.
ITIL Foundation Certification (Version 3 or Version 4).
International Computer Driving License (ICDL) certification.
Microsoft Certified Solutions Associate (MCSA) certification.
Fluency in Arabic (both written and spoken).

Preferred
Cisco Certified Network Associate (CCNA).
CompTIA Security+.
CompTIA Network+.
CompTIA Server+ (if "Systems+" was intended, you may replace this accordingly).
Cloud Foundation certification or equivalent cloud certification.

Skills & Competencies
Strong knowledge of IT infrastructure, networking, and system administration.
Understanding of IT service management (ITIL framework).
Excellent troubleshooting and problem-solving skills.
Strong communication and interpersonal abilities.
Ability to work effectively in a team and manage multiple priorities.
Customer-focused mindset with strong analytical skills.
Fluency in Arabic (written and spoken) is mandatory.