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أحمد الازعر, Service Desk agent -Service Desk Analyst

أحمد الازعر

Service Desk agent -Service Desk Analyst·Diyar United company

Kuwait

Bachelor's degree, علوم حاسب

Work experience

Total years of experience: 4 years, 6 months

Service Desk agent -Service Desk Analyst

December 2023 - Present

Diyar United company

Al Kuwait, Kuwait •Hybrid

December 2023 - Present

• Providing first-level support, identifying and resolving technical issues (malfunctioning hardware,
software bugs, network issues), and documenting all support interactions in a ticketing system
(ServiceNow).
• Processing user requests for access provisioning, software installation, and hardware allocation.
• Diagnosing issues over the phone, via email, or remotely to restore service efficiently.
• Performing routine software updates, system patches, and basic hardware maintenance.
• Identifying, prioritizing, and escalating complex issues that cannot be resolved immediately to
specialized IT teams.
• Creating, updating, and documenting solutions in the knowledge base to improve future
troubleshooting.
• Maintaining clear communication with users regarding the status of their requests and providing
technical guidance.
• Liaise between customers or staff and technical support services
• Diagnose and resolve technical hardware and software issues remotely
• Gathers and analyzes information about the users issue and determines
Company industry:
IT Services

Service Desk Analyst

December 2022 - Present

Diyar United company

Al Kuwait, Kuwait

December 2022 - Present

Service Desk Analyst
Company industry:
Computer Hardware & High-Tech Manufacture
Job role:
Information Technology

IT Help desk

December 2022 - Present

Diyar United company

Al Kuwait, Kuwait

December 2022 - Present

• Diagnose and resolve technical hardware and software issues
• Prepare and support Branch
• Resolve technical problems with Local Area Networks and Wide Area networks
• Providing first-level support, identifying and resolving technical issues (malfunctioning hardware,
software bugs, network issues), and documenting all support interactions in a ticketing system
(ServiceNow).
• Processing user requests for access provisioning, software installation, and hardware allocation.
• Diagnosing issues over the phone, via email, or remotely to restore service efficiently.
• Performing routine software updates, system patches, and basic hardware maintenance.
• Identifying, prioritizing, and escalating complex issues that cannot be resolved immediately to
specialized IT teams.
• Creating, updating, and documenting solutions in the knowledge base to improve future
troubleshooting.
• Maintaining clear communication with users regarding the status of their requests and providing
technical guidance.
Company industry:
IT Services

IT Help Desk

December 2021 - December 2022

Al-Arabiya Electrical company

Al Kuwait, Kuwait

December 2021 - December 2022

IT Help Desk
Company industry:
Home Accessories & Decor
Job role:
Information Technology

Education

الجامعة العربية المفتوحة - الكويت

July 2023

July 2023

Bachelor's degree, علوم حاسب

Kuwait

IT Bachelor's degree
View attachment

Arab Open University (AOU)

July 2023

July 2023

Bachelor's degree, information technology

Kuwait

Arab Open University (AOU)

July 2023

July 2023

Bachelor's degree, information technology

Kuwait

Al Najat private school

June 2016

June 2016

High school or equivalent, علمي

Kuwait

Skills

Service Desk
Expert
Service Desk
Expert
Helpdesk
Expert
Helpdesk
Expert
IT
Expert
IT
Expert
liaises between customers or staff and technical support services
Intermediate
liaises between customers or staff and technical support services
Intermediate
Diagnose and resolve technical hardware and software issues remotely
Intermediate
Diagnose and resolve technical hardware and software issues remotely
Intermediate
Gathers and analyzes information about the user's issue and determines
Intermediate
Gathers and analyzes information about the user's issue and determines
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPLIANCE MANAGEMENT
Intermediate
COMPLIANCE MANAGEMENT
Intermediate
CYBER SECURITY
Intermediate
CYBER SECURITY
Intermediate
END USER TRAINING AND SUPPORT
Intermediate
END USER TRAINING AND SUPPORT
Intermediate
HARDWARE TROUBLESHOOTING
Intermediate
HARDWARE TROUBLESHOOTING
Intermediate
INCIDENT RESPONSE
Intermediate
INCIDENT RESPONSE
Intermediate
PROPER POSTURE
Intermediate
PROPER POSTURE
Intermediate
SECURITY INFORMATION AND EVENT MANAGEMENT SIEM
Intermediate
SECURITY INFORMATION AND EVENT MANAGEMENT SIEM
Intermediate
TECHNICAL SUPPORT
Intermediate
TECHNICAL SUPPORT
Intermediate
THREAT DETECTION
Intermediate
THREAT DETECTION
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
INCIDENT MANAGEMENT
Intermediate
INCIDENT MANAGEMENT
Intermediate
INFORMATION TECHNOLOGY
Intermediate
INFORMATION TECHNOLOGY
Intermediate
KNOWLEDGE MANAGEMENT
Intermediate
KNOWLEDGE MANAGEMENT
Intermediate
MICROSOFT 365
Intermediate
MICROSOFT 365
Intermediate
NETWORK TROUBLESHOOTING
Intermediate
NETWORK TROUBLESHOOTING
Intermediate
SERVICENOW
Intermediate
SERVICENOW
Intermediate
TIER 1 TECHNICAL SUPPORT
Intermediate
TIER 1 TECHNICAL SUPPORT
Intermediate
USER ASSISTANCE
Intermediate
USER ASSISTANCE
Intermediate

Languages

English

Intermediate

Training and Certifications

Certifications
ITIL foundation v4
Microsoft Certified Azure Administrator Associate
Microsoft 365: administrator expert
Microsoft office specialist – Associate
Microsoft 365: Endpoint Administrator Associate
CompTIA Security+
CompTIA A+
ITIL foundation v4
CompTIA Security+
CompTIA A+
Microsoft Certified Azure Administrator Associate
Microsoft 365: administrator expert
Microsoft office specialist – Associate
Microsoft 365: Endpoint Administrator Associate
compTIA Securty +
Aug 2023 - Aug 2028
Show credentials
Microsoft Certified: Azure Administrator Associate
May 2025
Show credentials
Microsoft 365 administrator expert
Mar 2025 - Mar 2026
Show credentials
Microsoft office specialist associate
Mar 2023
Show credentials
Microsoft 365 : Endpoint administrator asscoiate
Aug 2024 - Aug 2025
Show credentials
ITIL foundation
Aug 2023 - Aug 2026
Show credentials
compTIA A
Jan 2025 - Jan 2028
Show credentials