Senior Analyst - English, Arabic, Microsoft Windows

Job Summary

The Service Desk Agent will provide voice and non-voice technical support to end users in a global environment. The role includes handling incidents and service requests, troubleshooting common IT issues, and ensuring timely resolution while delivering a professional customer experience. The position serves as the first point of contact for users and supports high customer satisfaction through clear communication, structured troubleshooting, accurate documentation, and effective issue ownership.

Key Responsibilities

: Provide voice and non-voice technical support to end users in a global or international environment. Log, categorize, prioritize, troubleshoot, and resolve incidents and service requests in line with defined service levels. Troubleshoot issues related to Windows operating systems, Microsoft Outlook, internet connectivity, and basic networking. Provide first-level support for desktops, laptops, PCs, and standard peripheral devices. Guide users through troubleshooting steps and provide clear online technical resolutions. Escalate unresolved or complex issues to the appropriate support team and follow up through closure. Document user interactions, troubleshooting activities, resolutions, and updates accurately in the ticketing system. Maintain professionalism, customer focus, and effective communication across every interaction. Collaborate with global support teams to support seamless service delivery. Adhere to applicable IT service management processes, information security requirements, and support procedures.

Skill Requirements

Minimum 2 years of experience in Service Desk, Help Desk, or a related technical support function. Voice and non-voice technical support experience in a global or international environment. Basic technical knowledge of PCs, laptops, and standard hardware components. Working knowledge of Microsoft Outlook troubleshooting. Basic understanding of internet technologies and networking concepts. Hands-on knowledge of Windows operating systems. Good verbal and written communication and conversation skills. Neutral English accent with clear customer interaction capability. Strong problem-solving, listening, and structured troubleshooting skills. Experience using ITSM or ticketing tools is preferred.

Other Requirements

Willingness to work in a 24x7 environment, including rotational shifts, weekends, and holidays. Any graduate qualification. Strong customer-service orientation and ability to manage user interactions professionally. Ability to work independently and collaborate effectively with global support teams. Flexibility to adapt to changing processes and business requirements. Basic knowledge of ITIL practices is an advantage. ITIL Foundation, Microsoft Fundamentals, or equivalent certifications are preferred but not mandatory. Preferred candidate profile: Experience supporting enterprise customers in a multinational or managed-services environment. Relevant background: Service Desk, Help Desk, Desktop Support, Technical Support Operations, Shared Services, or Global Service Desk. Performance orientation: Strong focus on customer satisfaction, service-level adherence, quality, and end-to-end issue ownership. Language preference: Bilingual English and Spanish communication capability is an added advantage for regional and global user support.