Bilingual ITIL and Microsoft 365 Service Desk
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, escalate 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.
Requirements•
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.
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