IT Service Desk Specialist with 3-5 years of experience in technical support and service desk environments, proficient in Arabic and English, for Vismaya in Qatar.
Experience
- 3-5 years of experience in a technical support role or service desk environment
Qualification
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
- Proficiency in Windows and Mac OS environments, common software applications (e.g., ITSM software, Microsoft Office, Adobe Acrobat Professional)
- Familiarity with remote management tools, mobile device management (MDM), iOS and Android, Active Directory, Cisco telephony, VPN, encryption, print servers, Endpoint Security, Terminal services, PAM, virtualization, Office 365, VDI Azure, and Nutanix
- Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users in both Arabic and English
Responsibilities and Requirements
- Respond to incoming service requests via phone, email, or chat, providing timely and effective support to end users
- Diagnose and resolve technical issues related to hardware, software, and network connectivity, escalating complex issues to senior support staff
- Maintain accurate records of support requests, solutions provided, and follow-up actions using the IT service management tool
- Draft Arabic and English communication on behalf of the IT Department to inform users and management about activities
- Contribute to and maintain the service desk knowledge base by documenting solutions and best practices
- Assist in onboarding new users and provide training on common software applications and tools
- Monitor ticket queues and assign requests to agents
- Participate in regular maintenance activities to ensure optimal performance of IT services
- Uphold high standards of customer service and communicate clearly and professionally with users