Job Description

L1 Service Desk Agent 4x Graduates to act as L1 Service Desk agents Arabic and English speaking This function requires working in a 24x7, Service Desk environment ( may include nights, weekends, and public holidays) Applicable vendor / technology entry-level certification or equivalent in particular will be an asset but not a necessity: CCNA Linux entry-level (LPIC-1 certification) Oracle entry level Redhat (RHCSA) WebSphere MQ Shell/Python scripting ITIL Foundation Certificate Key Responsibilities: Technical Support: Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat. Diagnose and troubleshoot basic technical issues related to software, hardware, and network connectivity. Escalate unresolved issues to Level 2 support or relevant teams. Maintain detailed logs of customer interactions, problems, and resolutions in the help desk system. Provide clear instructions and guidance to end-users on basic technical issues. Reporting & Analytics: Generate regular and ad hoc reports from SITA and Customer systems (e.g., SLA compliance, ticket volume, resolution times, services reports, etc). Analyse reporting data to identify patterns and recurring issues, and provide recommendations for process improvement. Collaborate with the L2 team to track KPIs and create dashboards to visualise generated reports. Assist in the preparation of presentations and documentation related to service performance. Technical Skills: Basic understanding of computer systems, mobile devices, and common software applications. Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, or JIRA) and remote support tools. Proficiency in Microsoft Excel and basic reporting tools (e.g., Power BI, Tableau, or similar). Knowledge of data entry, report generation, and basic analytics. Soft Skills: Strong communication and interpersonal skills. Problem-solving mindset and attention to detail. Ability to prioritise and manage multiple tasks effectively. Customer-focused with a desire to provide excellent service. Education & Experience: High school diploma or equivalent (bachelors degree in IT or related field is a plus). 1-2 years of experience in a help desk or technical support role. Experience with reporting and data analysis tools. Preferred Qualifications: Certifications like ITIL Foundation. Experience creating visual dashboards for technical and non-technical audiences.