Service Desk Associate

About the role

We are looking for an entry‑level Service Desk Associate to be the first point of contact for users needing IT assistance. You will handle incoming tickets, provide initial troubleshooting, and ensure a smooth experience for all internal customers while gaining hands‑on exposure to Microsoft cloud technologies.

Key responsibilities

• Receive and log support requests via phone, email, and chat.
• Troubleshoot day‑to‑day issues related to Microsoft 365, Windows operating systems, user accounts, and common hardware/software problems.
• Escalate complex cases to senior technical teams or Microsoft support as needed.
• Assist with user onboarding and offboarding, including account creation, access configuration, and device preparation.
• Maintain accurate documentation of incidents, requests, and resolutions in the ticketing system.
• Follow up with users to confirm resolution and satisfaction before closing tickets.
• Collaborate with internal teams to improve service‑desk workflows and knowledge‑base articles.

Required profile

• Bachelor’s degree in IT, Computer Science, Engineering or a related field.
• 0–2 years of experience in IT support or a similar role (internships count).
• Strong communication skills in English and Arabic; French is a plus.
• Customer‑first mindset with the ability to explain technical concepts clearly.
• Detail‑oriented problem‑solver who can prioritize multiple requests in a fast‑paced environment.

Required skills

• Microsoft 365
• Windows OS
• Microsoft cloud technologies