IT Service Desk Specialist

About the role

We are looking for a full‑time, fully remote IT Service Desk Specialist to provide Tier 1 and Tier 2 support, manage Microsoft 365 services and ensure smooth operation of internal applications.

Key responsibilities

• Provide Tier 1 and Tier 2 technical support to end‑users, resolving hardware, software, and network issues following ITIL best practices.
• Administer, troubleshoot, and support internal business applications and core IT systems to maintain maximum uptime.
• Manage the Microsoft 365 environment, including user provisioning, Teams, Exchange, SharePoint and endpoint management.
• Collaborate with business stakeholders to gather and analyse IT requirements and translate them into technical specifications.
• Identify recurring issues, work with the infrastructure team on permanent fixes and maintain knowledge base documentation.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or related field.
• Minimum 3 years experience in a helpdesk, service desk or IT support role.
• ITIL Foundation certification (mandatory) and Microsoft 365 certification (e.g., Endpoint Administrator or Fundamentals).
• Fluent in Arabic and English with excellent verbal and written communication skills.

Required skills

• Microsoft 365 administration (Teams, Exchange, SharePoint, endpoint management).
• ITIL incident and problem management processes.
• Troubleshooting of hardware, software and network issues (Tier 1/2 support).
• Helpdesk ticketing systems and knowledge‑base creation.