IT Service Desk Technician

About the role

The IT Service Desk Technician provides first‑line technical support to customers via phone and email, ensuring 24/7 availability. The role involves troubleshooting, incident resolution, and escalation within a fast‑paced telecom environment.

Key responsibilities

• Maintain continuous telephone and email support for the Service Desk 24/7, 365 days a year.
• Log, resolve, or appropriately escalate incidents and service requests using the service desk tool.
• Perform remote diagnostics and guide customers through troubleshooting steps.
• Record events, resolutions, and follow‑up status updates in logs.
• Provide accurate information on IT products and services and suggest procedural improvements.

Required profile

• Bachelor’s degree or Telecom Engineering graduate with 1‑3 years of experience in a telecom environment.
• Strong verbal and written communication skills in English; Arabic is a plus.
• Ability to work effectively in a 24 × 7 × 365 support setting.
• Customer‑service orientation with the capacity to handle multiple tasks and prioritize them.

Required skills

• Proficiency with HP Service Management tool.
• Advanced knowledge of Microsoft Office (Word, Outlook, PowerPoint).
• Fluent English language skills, both spoken and written.