IT Service Desk Specialist

Job Summary

The IT Service Desk Specialist provides Tier 1 and Tier 2 technical support, manages Microsoft 365 administration, supports internal systems and applications, and collaborates with business stakeholders to analyze IT requirements.

Responsibilities

• Deliver Tier 1 and Tier 2 support for hardware, software, and network issues following ITIL best practices.
• Administer and troubleshoot internal business applications and core IT systems to maintain uptime and productivity.
• Manage and support Microsoft 365 environment including user provisioning, Teams, Exchange, SharePoint, and endpoint management.
• Work with business stakeholders to gather, document, and analyze IT requirements and translate them into technical specifications.
• Identify recurring IT problems and collaborate with the infrastructure team to implement permanent solutions.
• Create and maintain technical documentation, standard operating procedures, and user guides.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 3 years of experience in helpdesk, service desk, or IT support roles.
• ITIL Foundation certification is mandatory.
• Microsoft 365 Certification (such as Endpoint Administrator or Fundamentals) is required.
• Fluency in Arabic and English with excellent verbal and written communication skills.

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