IT Service Desk Analyst – Remote Support (Egypt)

About the role

NUMENTIS is looking for an IT Service Desk Analyst to provide remote technical support to clients worldwide from Egypt. You will combine technical expertise with strong communication skills to resolve incidents, fulfill service requests, and ensure a positive customer experience.

Key responsibilities

• Perform initial assessment, triage, research and resolution of basic incidents and service requests related to applications and infrastructure.
• Log all tickets, categorize them correctly, and track progress from identification through closure.
• Serve as a single point of contact for customers, delivering end‑to‑end support and timely updates.
• Escalate complex issues to appropriate service desk or specialist resources.
• Document resolutions, update knowledge‑base articles and continuously expand product knowledge.

Required profile

• Passion for customer service and problem solving.
• Strong verbal and written communication skills.
• Ability to follow corporate standards, service level agreements and confidentiality policies.
• Willingness to learn client‑specific products and technologies.

Required skills

• Experience with cloud platforms.
• Basic understanding of security concepts.
• Familiarity with infrastructure components and automation tools.
• Proficiency in using ticketing / service desk systems.

What we offer

• Competitive salary.
• Opportunities for professional growth and exposure to diverse technologies.
• Remote work environment.