IT Service Desk Administrator (L1 Support)

About the role

Talabattalabat is seeking a motivated, customer‑focused Service Desk Analyst to deliver first‑line technical support to its end users. The role involves troubleshooting hardware, software, network and Microsoft‑related issues while ensuring a high level of service quality.

Key responsibilities

• Provide first‑line support via ticketing system, phone, chat and email.
• Troubleshoot and resolve Microsoft Windows operating system problems.
• Support Microsoft 365 applications such as Outlook, Teams, OneDrive and Office.
• Diagnose software incidents and perform basic network connectivity troubleshooting.
• Escalate complex issues to second‑line teams when necessary.
• Document incidents, steps taken and resolutions accurately in the ticketing system.
• Follow IT service management processes and meet SLA requirements.
• Assist users with account access requests and basic system configurations.

Required profile

• Strong customer service orientation and effective communication skills.
• Ability to work under pressure and manage multiple priorities.
• Analytical thinking and problem‑solving aptitude.

Required skills

• Microsoft Windows operating system support.
• Microsoft 365 suite (Outlook, Teams, OneDrive, Office) troubleshooting.
• Basic network fundamentals (TCP/IP, DNS, DHCP, VPN, Wi‑Fi, LAN/WAN).
• Fundamental knowledge of Microsoft Azure and cloud concepts.
• Software installation, configuration and troubleshooting.
• Application support and issue resolution.