Senior Analyst - English, Arabic, Microsoft Windows

Job Summary

ct as the first point of contact for users via phone, email, and chat. Document and classify incidents in ticketing systems (e.g., ServiceNow) • Diagnose and resolve common software, hardware, and network issues (e.g., password resets, VPN connection issues, printer setups, etc) • Update users on the status of their requests and communicate major IT service outages. • Technical knowledge of operating systems and infrastructure, networking basics, software, and applications. • Advising users on the appropriate course of action • Strong verbal and written communication skills to interact with end users and team members • Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members • Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly • Collaborating with different teams to address complex issues • Time management skills to multitask and adhere to SLAs • A focus on providing excellent customer service and addressing needs • Should be willing to work from office in 24/7 rotational shift environment

Key Responsibilities

Act as the first point of contact for users via phone, email, and chat. Document and classify incidents in ticketing systems (e.g., ServiceNow) • Diagnose and resolve common software, hardware, and network issues (e.g., password resets, VPN connection issues, printer setups, etc) • Update users on the status of their requests and communicate major IT service outages. • Technical knowledge of operating systems and infrastructure, networking basics, software, and applications. • Advising users on the appropriate course of action • Strong verbal and written communication skills to interact with end users and team members • Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members • Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly • Collaborating with different teams to address complex issues • Time management skills to multitask and adhere to SLAs • A focus on providing excellent customer service and addressing needs • Should be willing to work from office in 24/7 rotational shift environment

Skill Requirements

  Experience with handling IT calls

Other Requirements

US Citizen only