IT Service Desk Administrator

About the role

You will join the team as a first-line support specialist to assist end users with their daily technical challenges. This position focuses on resolving hardware, software, and connectivity issues while maintaining high standards of service and communication.

Key facts

What you'll do

• Handle incoming support requests through phone, email, chat, and ticketing platforms.
• Fix issues related to the Microsoft Windows operating system.
• Provide support for Microsoft 365 tools including Outlook, OneDrive, Teams, and Office apps.
• Perform initial diagnostics on network connectivity, covering DNS, DHCP, VPN, and Wi-Fi.
• Document every incident and resolution step clearly in the tracking system.
• Manage user accounts and access permissions.
• Escalate high-level technical problems to the second-line support team.
• Adhere to established service management processes and response time targets.

Requirements

• Bachelor degree or diploma in Computer Science, Information Technology, or a related field.
• Practical experience in an IT support or help desk role will be accepted if you lack a formal degree.
• 0 to 2 years of professional experience in a service desk environment.
• Hands-on background supporting Microsoft Windows systems.
• Proven ability to troubleshoot Microsoft 365 applications.
• Familiarity with common ticketing systems and ITSM workflows.

Nice to have

• Experience using Jira Service Management or similar ticketing software.
• Foundational knowledge of Microsoft Azure and identity management.
• Understanding of ITIL frameworks and standard service desk practices.

Skills & tools

• Microsoft Windows
• Microsoft 365 (Outlook, Teams, OneDrive, Office)
• Networking (TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN/WAN)
• Microsoft Azure
• ITSM ticketing tools

Practical notes

• This role is based within the talabat division of the Delivery Hero network.
• Applicants should be prepared to handle multiple tasks simultaneously in a high-volume environment.