Service Desk Agent - L1

Job OverviewOur client is looking for a customer-focused and technically capable L1 Service Desk Agent to serve as the primary point of contact for end‑user IT support. The ideal candidate will handle incoming queries via tickets, email, or other channels, troubleshoot common software and hardware issues, and provide first‑level application support for customer‑facing systems. Our client is looking for someone who can efficiently log, categorize, and assign incidents and service requests within an ITSM system, while escalating unresolved issues to Tier Two when necessary. The role requires supporting both remote and onsite users, conducting initial diagnosis for access, account, or configuration issues, and maintaining accurate incident records.RoleL1 Service Desk AgentResponsibilitiesReceive queries from end users via tickets, email, or other channels.Handle basic issues and requests.Troubleshoot common software and hardware problems.Answer general inquiries and provide guidance on routine tasks.Log, categorize, and assign incidents and service requests.Escalate unresolved issues to Tier Two when necessary.Maintain accurate incident and request records in the ITSM system.Support remote and onsite users when required.Conduct initial diagnosis for access, account, or configuration issues.QualificationsNative Arabic‑speaking female with 1–2 years of relevant experience in a service desk or technical support environment. The successful candidate will be structured, service‑oriented, and capable of delivering clear guidance to end users in both Arabic and English.Requirement: Female and Native Arabic speakers only#J-18808-Ljbffr