IT Service Desk Administrator – L1 Support

About the role

Talabat is looking for a motivated, customer‑focused Service Desk Analyst to provide first‑line technical support to end users. You will troubleshoot hardware, software, network and Microsoft‑related issues while delivering excellent service and ensuring timely resolution of incidents and requests.

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 and resolve software incidents and application issues.
• Perform basic network troubleshooting and connectivity diagnostics.
• Escalate complex issues to second‑line teams when needed.
• Document incidents, steps taken and resolutions in the ticketing system.
• Follow IT service‑management processes and SLA requirements.
• Assist users with account issues, access requests and basic system configurations.

Required profile

• Strong verbal and written communication skills.
• Excellent customer‑service orientation.
• Analytical thinking and strong troubleshooting abilities.
• Ability to work under pressure and manage multiple priorities.

Required skills

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