Location: Bowsher

Employment Type: Full-time

We are seeking a proactive Fresh Graduate to join our IT team in Bowsher. This is a mentorship-driven role designed for someone eager to build a career in IT Service Management (ITSM). As an ITSM Assistant, you will not work in isolation; you will be closely mentored by our experienced IT managers and senior engineers. You will learn how to bridge the gap between business needs and technical execution by assisting with day-to-day service operations and process management.

Key Learning & Mentored Responsibilities:

Incident Management Support: Work closely with senior team members to learn how to log, categorize, and route IT support tickets. You will assist in monitoring ticket queues to ensure the team stays on track for timely resolutions.

Guided Process Coordination: Assist the Change Manager in tracking change requests. You will learn the importance of risk assessment by helping to verify that all necessary documentation is gathered before implementation.

Asset Management Learning: Support senior leads in maintaining the Configuration Management Database (CMDB). You will participate in physical and digital audits to learn how to keep accurate records of IT hardware and software assets.

SLA Monitoring & Reporting: Under the supervision of the team lead, you will learn to pull performance data and generate reports that monitor our Service Level Agreements (SLAs), helping the team identify areas for improvement.

Shadowed Documentation: Assist experienced staff in drafting and updating user guides and standard operating procedures (SOPs). This provides a hands-on way to learn the technical environment while improving our shared knowledge base.

• Collaborative Communication: Act as an assistant liaison between technical teams and end-users. You will learn how to translate technical updates into clear status reports for users, under the guidance of a senior mentor.

• Education: Bachelor’s degree in Information Technology, Computer Science, Business Informatics, or a related field.
• Process Mindset: Understanding of the ITIL (Information Technology Infrastructure Library) framework is a major plus (ITIL Foundation certification is a bonus but not required).
• Communication: Excellent verbal and written communication skills in English (Arabic is a plus).
• Technical Literacy: General understanding of IT systems (OS, Hardware, Cloud) without needing to be an expert in network configuration.
• Soft Skills: Strong analytical thinking, problem-solving skills, and a high level of attention to detail.
• Eagerness to Learn: A proactive attitude towards learning IT service desk tools (e.g., ServiceNow, Jira Service Management, or Zendesk).

Must be fresh graduate.