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 incoming requests via phone, email and chat, troubleshoot everyday technical issues and support remote laptop setups while gaining exposure to Microsoft cloud technologies.

Key responsibilities

• Receive and log incidents and service requests in the ticketing system.
• Troubleshoot and resolve issues related to Windows OS, Microsoft 365, user accounts and common hardware/software problems.
• Escalate complex cases to senior technical teams or Microsoft support as needed.
• Support user onboarding and off‑boarding, including account creation, access configuration and device preparation.
• Maintain accurate documentation of incidents, resolutions and knowledge‑base articles.
• Communicate clearly with users, provide status updates and ensure satisfaction before closing tickets.
• Collaborate with internal teams to improve service‑desk workflows and documentation.
• Stay current with Microsoft cloud services and pursue relevant certifications.

Required profile

• Bachelor’s degree in IT, 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.
• Strong communication skills in English and Arabic; French is a plus.
• Customer‑first mindset with the ability to explain technical concepts simply.

Required skills

• Windows OS
• Microsoft 365
• Remote laptop setup
• Ticketing system usage
• Basic Microsoft cloud solutions