IT Help Desk L1 and L2 Administrator

Job Description

JOB DETAILS

REQUIREMENTS

 Education:

• Bachelor’s (Preferred)

Experience:

• government : 4 years (Preferred)
• Help desk : 4 years (Required)
• IT Helpdesk: 4 years (Required)

Language:

Arabic (Required)

English (Preferred)

RESPONSIBILITIES

 Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.

· Manage and prioritize the help desk queue by ensuring accurate ticket categorization, effective assignment to appropriate technicians, and prompt action in alignment with established Service Level Agreements (SLAs).

· Maintain a high level of customer satisfaction by proactively communicating status updates, managing follow-ups, and professionally addressing service complaints.

· Document all incidents, resolutions, and steps in the ticketing system to build a comprehensive knowledge base.

· Create and update technical documentation, FAQs, and end-user guides to promote self-service.

· Assist in inventory management of IT assets, including tracking procurement, deployment, and disposal of hardware and software licenses.

· Contribute to the continuous improvement of help desk processes, tools, and service delivery methods.

· Monitor Help Desk system performance and provide reports to management.

-Install, configure, diagnose and/or resolve user-related hardware and software issues.

– Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency

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