IT Service Desk Analyst (L1/L2 Support)

We are seeking a proactive and customer-focused IT Service Desk Analyst (L1/L2 Support) to join our IT team. The successful candidate will be responsible for providing first-level and limited second-level technical support to internal users across the organization. This includes incident and request management, user account administration, application troubleshooting, and hardware/network support using our ITSM tool.

The ideal candidate should demonstrate strong problem-solving abilities, excellent communication skills, and the ability to work effectively in a fast-paced environment while adhering to IT policies and service standards.

Key Responsibilities:

🎫 Ticket Management & User Support

• Monitor and manage tickets via the ITSM platform (e.g., ManageEngine).
• Promptly assign, update, and resolve tickets based on priority and SLA.
• Provide technical assistance via Microsoft Teams, phone, email, and in-person when necessary.
• Escalate unresolved issues to appropriate internal teams.

👤 User Account & Access Management

• Create, modify, disable, and extend user accounts upon approval.
• Manage user information and access rights in Active Directory.
• Assign Microsoft 365 licenses and configure Teams softphones.
• Manage VPN and group access in accordance with company security policies.

💻 Application & System Support (L1)

• Provide first-level support for:
• Microsoft 365 Suite (Outlook, OneDrive, Teams, etc.)
• Java and Adobe PDF tools
• Windows OS troubleshooting
• Oracle EBS (basic functional support)
• Perform system maintenance tasks such as BIOS updates, storage cleanup, and software reinstallations.

🖥️ Hardware & Network Support

• Assist with:
• VPN and network connectivity issues
• IP Telephony login/access
• Wi-Fi connectivity
• Printer configurations and troubleshooting
• Perform endpoint antivirus scans and coordinate with the Security Team as needed.

📋 Process Compliance & User Guidance

• Support employee onboarding with IT orientation and system access setup.
• Educate users on IT best practices, particularly around file sharing and data security.
• Ensure compliance with IT policies and assist in promoting IT security awareness.

Required Qualifications & Skills:

• Bachelor’s degree in Information Technology or a related discipline.
• 1–3 years of experience in an IT Service Desk or Desktop Support role.
• Proficiency in:
• Microsoft 365 administration
• Active Directory & VPN management
• Basic networking concepts
• Familiarity with ITIL-based incident and request management processes.
• Experience with ITSM tools (e.g., ManageEngine, ServiceNow, etc.) is preferred.
• Strong analytical, communication, and interpersonal skills.
• Ability to multitask and prioritize effectively.
• Fluent in English (Arabic language skills are a plus).