Entry-Level Service Desk Associate

About the role

We are looking for an enthusiastic Service Desk Associate to be the first point of contact for users needing IT assistance. You will handle incoming requests via phone, email, and chat, providing timely first‑line support and gaining hands‑on experience with Microsoft cloud technologies.

Key responsibilities

• Receive and log support tickets, responding to users through calls, emails, and chat.
• Troubleshoot day‑to‑day issues related to Microsoft 365, Windows OS, user accounts, and common software/hardware.
• Escalate complex problems to the appropriate technical teams or Microsoft support.
• Assist with user onboarding and off‑boarding, including account setup, access configuration, and device preparation.
• Maintain accurate documentation of incidents, requests, and resolutions in the ticketing system.
• Follow up with users to confirm issue resolution and satisfaction.
• Collaborate with internal teams to ensure efficient request handling.
• Contribute to improving 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).
• Basic knowledge of Windows operating systems and common end‑user applications.
• General understanding of Microsoft 365 and cloud computing concepts.
• Strong communication skills in English and Arabic (French a plus).
• Customer‑first mindset with the ability to explain technical concepts clearly.
• Good problem‑solving, attention to detail, and ability to prioritize multiple requests.
• Eagerness to learn and grow in Microsoft cloud technologies.

Required skills

• Windows operating system
• Microsoft 365
• Ticketing system usage
• Remote laptop setup
• Microsoft cloud solutions (e.g., Azure)
• Basic cloud computing concepts

What we offer

• Hands‑on exposure to Microsoft cloud technologies.
• Opportunities for professional development and Microsoft certifications.
• Supportive team environment focused on growth.