Service Desk Associate

As an entry-level Service Desk Associate, you will serve as the first point of contact for clients seeking IT support, handling incoming requests and support tickets while providing first-line assistance. You will troubleshoot day-to-day technical issues, support remote laptop setups, and escalate more complex cases to the relevant technical teams.

You will also assist with onboarding users, maintain accurate documentation of incidents and requests, and coordinate closely with internal teams to ensure smooth resolution and positive user experience. This role offers hands-on exposure to Microsoft cloud technologies and a strong foundation for growth in IT and cloud space.

Your Role

Technical Support:

• Act as the first point of contact for users seeking IT support via calls, emails, and chat.
• Troubleshoot and resolve day-to-day IT issues related to Microsoft 365, Windows OS, user accounts, and common software/hardware problems.
• Log, track, and manage incidents and service requests in the ticketing system with clear and accurate documentation.
• Escalate more complex issues to the appropriate technical teams or even Microsoft support team when needed.
• Support user onboarding and offboarding activities, including account setup, access configuration, and device readiness.
• Create, update, and maintain accurate documentation of incidents, requests, and resolutions in company s ticketing system.
• Follow up with users to ensure issues are fully resolved and satisfaction is achieved before closing tickets.
• Coordinate with internal technical teams to ensure efficient handling and resolution of requests.
• Contribute to improving service desk workflows, knowledge base articles, and documentation.

Customer Communication:

• Communicate clearly and professionally with users to understand their needs and keep them informed throughout the resolution process.
• Ensure timely responses, regular updates, and a smooth support experience for all users.

Professional Development/ Training:

• Stay up to date with Microsoft cloud technologies and service desk best practices.
• Work towards Microsoft certifications and continuously build technical and customer service skills.

Desired Candidate Profile

Your Profile

• Bachelor s degree in Information Technology, Computer Science, Engineering, or a related field.
• 0 1 years of experience in IT support or a similar role (internships count).
• Basic knowledge of Windows operating systems and common end-user applications.
• General understanding of Microsoft 365 and cloud computing concepts.
• Familiarity with Microsoft cloud solutions is a plus.
• Strong communication skills with a customer-first mindset.
• Ability to explain technical concepts in a clear and simple way to non-technical users.
• Good problem-solving skills with attention to detail.
• Ability to prioritize tasks and handle multiple requests in a fast-paced environment.
• Team player with the ability to work independently when needed.
• Eagerness to learn and grow in cloud and Microsoft technologies.
• Fluency in English and Arabic (French is a big plus).