IT Service Desk specialist – The MSI Group

Key Responsibilities:

• User Support: Respond to incoming service requests via phone, email, or chat, providing timely and effective support to end users.

• Troubleshooting: Diagnose and resolve technical issues related to hardware, software, and network connectivity, escalating complex issues to senior support staff as necessary.

• Documentation: Maintain accurate records of support requests, solutions provided, and any follow-up actions taken using the IT service management tool.

• Communication: drafting Arabic and English communication in Arabic and English on behalf of IT Department to inform users and management about IT department activities.

• Knowledge Base Management: Contribute to and maintain the service desk knowledge base by documenting solutions and best practices.

• User Training: Assist in onboarding new users and provide training on common software applications and tools like Self-service portals, office applications.

• Monitoring and Reporting: Monitor ticket queues and assign requests to agents.

• System Maintenance: Participate in regular maintenance activities, to ensure optimal performance of IT services.

• Customer Service: Uphold high standards of customer service and communicate clearly and professionally with users to foster positive relationships.

Job Details

Preferred Candidate