Senior Service Desk Agent

Senior Service Desk Agent

We are seeking an experienced Senior Service Desk Agent to resolve complex technical issues, support and mentor Tier 1 analysts, and ensure high-quality IT service delivery. Strong troubleshooting skills across Windows, Microsoft 365, Active Directory, and networking are essential. ITIL Foundation, fluency in English and Arabic, and a clean police clearance are mandatory. Education-sector experience is an advantage.

Key Responsibilities:

• Resolve escalated and technically complex contacts at first or second touch to maximize first contact resolution.
• Provide floor-level technical guidance and mentoring to Tier 1 Analysts.
• Author and maintain knowledge articles for recurring and newly emerging issues.
• Handle VIP-adjacent and politically sensitive contacts routed to the desk.
• Support major incident information gathering, early triage and impact assessment.
• Identify problem candidates from repeat contact patterns and raise them into Problem Management.
• Support quality assurance by reviewing ticket quality and diagnostic completeness.
• Act as technical point of reference during periods without Supervisor cover.

Required Technical Skills:

• Deep Windows 10/11, Microsoft 365, Exchange Online and Active Directory troubleshooting.
• Networking troubleshooting - TCP/IP, DNS, DHCP, VPN, Wi-Fi.
• Remote support and endpoint management tooling.
• Strong knowledge authoring capability.
• ITSM platform proficiency.
• Basic PowerShell for diagnostics.

Education & Certifications:

• Bachelor's degree or diploma in IT or a related discipline.
• Microsoft certification (MD-102, MS-900 or equivalent) preferred.
• ITIL Foundation.

Other Requirements:

• Prior experience supporting education-sector IT estate is a strong plus. Familiarity with academic-calendar-driven service demand, examination periods, classroom technology and safeguarding obligations will be considered favourably.
• Willing to work rotating shifts including weekends and examination periods.
• Clean police clearance and security vetting.

Languages:

• Bilingual English and Arabic - required.