IT Service Desk Specialist

This is a full-time, fully remote Job. Key Responsibilities Helpdesk & Incident Management: Provide Tier 1 and Tier 2 technical support to end-users, resolving hardware, software, and network issues in accordance with ITIL best practices. System & Application Support: Administer, troubleshoot, and support internal business applications and core IT systems to ensure maximum uptime and user productivity. Microsoft 365 Administration: Manage and support the M365 environment, including user provisioning, Teams, Exchange, SharePoint, and endpoint management. Business Requirement Analysis: Collaborate with business stakeholders to gather, document, and analyze IT requirements. Translate business needs into technical specifications for system enhancements or new implementations. Process Improvement: Identify recurring IT issues and work with the infrastructure team to implement permanent fixes (Problem Management). Knowledge Management: Create and maintain technical documentation, standard operating procedures (SOPs), and user guides. Technical Requirements & Qualifications Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. Experience: Minimum of 3+ years of proven experience in a helpdesk, service desk, or IT support role. Certifications: ITIL Foundation certification is mandatory. Microsoft 365 Certification (e.g., Endpoint Administrator, or Fundamentals) is required. Languages: Fluent in both Arabic and English (excellent verbal and written communication skills are essential for supporting diverse users and documenting processes).