Service Desk & End User Support

Madre Integrated Engineering | Full time

• Receive incidents and service requests through multiple communication channels, provide first-level assistance, and log, categorize, and prioritize all tickets in the ITSM tool, giving high priority to VIP users.
• Troubleshoot user issues by phone or other approved channels, escalation unresolved tickets to L2 support within agreed time limits, and create problem records when required.
• Manage tickets through to resolution and closure, keep users informed of progress, and issue outage notifications when requested.
• Continuously update the knowledge management database and FAQs with solutions, troubleshooting guidance, and information on recurring issues.
• Conduct user satisfaction surveys, report findings, and implement improvement plans based on feedback. Prepare reports covering ticket volumes, incident categories, open versus closed tickets, ticket aging, and SLA/KPI achievements.

• University degree in Computer Science or Information Technology
• Must have
  * ITIL Foundation certification * .
• Must have
  * Microsoft 365 certification. *
• * Minimum 3 years of relevant Helpdesk or Service Desk experience. *
• Fluent in both
  * Arabic and English,
  * with strong written and verbal communication skills.