IT Service Desk Analyst (Remote – Egypt)

About the role

NUMENTIS, a Managed Services Provider serving the Greater Toronto Area, is looking for an IT Service Desk Analyst to join its remote team based in Egypt. You will provide first‑line technical support to clients, handling incidents and service requests for applications and infrastructure.

Key responsibilities

• Receive, log, and triage incidents and service requests via the service desk platform.
• Perform initial assessment, research, and resolution of basic issues related to software, hardware, networking, and security.
• Escalate complex problems to senior support staff or appropriate service resources in a timely manner.
• Maintain accurate records of tickets from identification through resolution, using proper categorisation.
• Communicate progress and resolution to customers, ensuring a positive support experience.
• Document solutions and contribute to self‑help and knowledge‑base articles.
• Provide after‑hours and on‑call support as required.

Required profile

• Fluent in spoken and written English.
• Solid understanding of operating systems, business applications, printing, networking, virtualization and security concepts.
• Ability to follow corporate standards, service levels, and confidentiality policies.

Required skills

• Microsoft Office 365 administration.
• Microsoft Teams, SharePoint Online, Intune, Azure Active Directory.
• Microsoft Windows Server 2016/2019/2022 administration.
• General virtualization technologies.