Service Desk Analyst (Level 1) Arabic + English Speakers

📋 Description Respond promptly to support requests received via email, phone, or ticketing system. Accurately log and categorize incidents and service requests in the ITSM tool. Provide initial diagnosis and resolve routine issues using defined procedures. Escalate unresolved issues to Level 2 (Infrastructure) or Level 3 (Application) support teams or Monitor ticket queues and follow up on open incidents to ensure timely resolution. Assist users with navigating application modules and provide basic how-to-supporting. 🎯 Requirements Diploma or equivalent qualification in IT or related field. Arabic and English speakers. Minimum 2 years of experience in a technical support or helpdesk environment. Knowledge of ITIL processes (Incident Management, Request Fulfilment, Change Management, Problem Familiarity with enterprise applications and ticketing systems. Outstanding customer service orientation with strong communication skills. 🎁 Benefits Competitive salary package: finance, share plans, value-based recognition awards, referral bonus. Career Development: career coaching, global career opportunities, nonlinear leadership and Learning Opportunities: complex projects, rotations, internal tech communities, training Health: global internal wellbeing programme, access to wellbeing apps. Community: global internal tech communities, hobby clubs, inclusion and diversity programmes