أحمد الازعر

• 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

Service Desk Analyst

• 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.

IT Help Desk