IT Service Desk Specialist

This role serves as the central point of contact for Etisalat employees seeking assistance with Information Technology issues, aiming to resolve incidents and restore normal operations promptly. The position involves managing incoming requests via calls and emails, tracking interactions, and providing regular status updates to customers. It requires conducting initial assessments, resolving issues, or escalating them to higher support levels while adhering to service level agreements. The role also contributes to maintaining system security and sharing technical knowledge through the company's online knowledge base.