IT Service Desk Administrator

A little bit about talabat

talabat is the leading online food and groceries ordering platform in MENA, operating in 9 countries across the region. Founded in 2004 by a small group of entrepreneurs in Kuwait, talabat’s success expanded to the rest of the GCC region, Egypt & Jordan, making it the largest and most popular food ordering app. With over 2,000+ employees and millions of users, we deliver hundreds of thousands of orders every day. We are part of the Delivery Hero network building the next generation of online delivery platforms across the globe. Our network is truly international with engineering teams in 13 countries and operations in 40+ countries.

Job Summary

We are seeking a motivated and customer-focused Service Desk Analyst (L1 Support) to provide first-line technical support to end users. The successful candidate will be responsible for troubleshooting hardware, software, network, and Microsoft-related issues while delivering excellent customer service and ensuring timely resolution of incidents and service requests.

Key Responsibilities

• Provide first-line technical support for end users via ticketing systems, phone, chat, and email.
• Troubleshoot and resolve Microsoft Windows operating system issues.
• Support and troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office applications.
• Diagnose and resolve software-related incidents and application issues.
• Perform basic network troubleshooting and connectivity diagnostics.
• Escalate complex issues to second-line support teams when required.
• Document incidents, troubleshooting steps, and resolutions accurately within the ticketing system.
• Follow IT service management processes and SLA requirements.
• Assist users with account-related issues, access requests, and basic system configurations.
• Provide excellent customer service and maintain effective communication throughout the support process.
• Work efficiently in a fast-paced environment while managing multiple tasks and applications simultaneously.

Technical Skills

Operating Systems

• Strong knowledge of Microsoft Windows environments.
• Windows troubleshooting and end-user support.

Microsoft 365

• Microsoft Outlook troubleshooting.
• Microsoft Office applications support.
• Microsoft Teams and OneDrive basic support.
• Microsoft 365 user administration fundamentals.

Networking

• Network fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN/WAN).
• Basic network troubleshooting and connectivity diagnostics.

Cloud Technologies

• Basic understanding of Microsoft Azure and cloud computing concepts.
• Familiarity with cloud environments and identity management fundamentals.

Software Support

• Software installation, configuration, troubleshooting, and maintenance.
• Application support and issue resolution.

Soft Skills

• Strong verbal and written communication skills.
• Excellent customer service and user support skills.
• Strong troubleshooting and analytical thinking abilities.
• Ability to work under pressure and manage multiple priorities.
• Ability to work on multiple applications and tasks simultaneously.
• Strong teamwork and collaboration skills.
• Attention to detail and commitment to service quality.

Preferred Skills

• Familiarity with ITSM tools such as Jira Service Management, or similar ticketing systems.
• Basic knowledge of azure and user account management.
• Understanding of ITIL concepts and Service Desk best practices.

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field
• Equivalent practical experience considered in lieu of formal education
• 0-2 years of experience in a Service Desk, Help Desk, or IT Support role
• Hands-on experience supporting Microsoft Windows environments
• Experience with Microsoft 365 applications (Outlook, Teams, OneDrive, Office)
• Exposure to ticketing systems and ITSM workflows