Entry-Level Service Desk Associate

About the role

As an entry‑level Service Desk Associate you will be the first point of contact for users seeking IT assistance. You will handle requests via calls, email and chat, troubleshoot common technical issues and support onboarding and off‑boarding activities while gaining hands‑on experience with Microsoft cloud technologies.

Key responsibilities

• Act as the first point of contact for users via calls, emails and chat.
• Troubleshoot and resolve day‑to‑day issues related to Microsoft 365, Windows OS, user accounts and common software/hardware problems.
• Log, track and manage incidents and service requests in the ticketing system with clear documentation.
• Escalate complex cases to the appropriate technical teams or Microsoft support.
• Support user onboarding and off‑boarding, including account setup and device readiness.
• Maintain and update documentation of incidents, requests and resolutions.
• Follow up with users to ensure issues are fully resolved and satisfaction is achieved.
• Coordinate with internal technical teams to ensure efficient handling of requests.
• Contribute to improving service‑desk workflows and knowledge‑base articles.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Engineering or a related field.
• 0–1 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.
• Familiarity with Microsoft cloud solutions is a plus.
• Strong communication skills with a customer‑first mindset.
• Ability to explain technical concepts clearly to non‑technical users.
• Good problem‑solving skills, attention to detail and ability to prioritize tasks in a fast‑paced environment.
• Team player who can also work independently.
• Fluency in English and Arabic (French is a plus).

Required skills

• Windows OS
• Microsoft 365
• Microsoft cloud technologies
• Ticketing system usage