Service Help Desk- Tier 1
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Job Summary
Responsibilities
- Provide first-line IT support for incidents and service requests.
- Log prioritize troubleshoot resolve and escalate tickets within SLA timelines.
- Support users with hardware software Microsoft 365 and basic network issues.
- Maintain clear ticket updates and communicate resolution status to users.
- Escalate complex issues to higher-level support teams when required.
- Maintain accurate documentation and knowledge-base records.
Requirements
- 25 years of relevant Service Desk / IT Help Desk experience.
- Good knowledge of Windows Microsoft 365 Active Directory and basic networking.
- Experience with IT ticketing systems and incident management.
- Basic understanding of ITIL and SLA processes.
- Strong troubleshooting problem-solving and customer-service skills.
- Good verbal and written communication skills in English; Arabic is an advantage.
- Long Term Project
Required Skills:
Requirements 25 years of relevant Service Desk / IT Help Desk experience. Good knowledge of Windows Microsoft 365 Active Directory and basic networking. Experience with IT ticketing systems and incident management. Basic understanding of ITIL and SLA processes. Strong troubleshooting problem-solving and customer-service skills. Good verbal and written communication skills in English; Arabic is an advantage.
About Company
601 employees
Being an active member of the United Nations Global Compact since March 2013, Madre Integrated Engineering w.l.l supports the principles of the Global Compact with respect to human rights, labor, environment, and anti-corruption.
