Service Desk Associate

Cloud Ascent is a Microsoft Partner and Cloud Service Provider operating in the Middle East and recently in Europe, with established entities in Lebanon and Cyprus. We help organizations grow in the digital age through the transformative power of Microsoft cloud technology. By leveraging the full capabilities of the Microsoft ecosystem, we deliver tailored solutions that empower organizations of all sizes and industries. We also offer Microsoft training courses to promote global cloud awareness and equip individuals with the essential skills needed for success in the digital and intelligent business era.

As an entry-level Service Desk Associate, you will be the first point of contact for clients needing IT support, providing first-line assistance by managing incoming requests and support tickets, troubleshooting basic issues, remotely setting up laptops, and escalating more complex problems to the senior technical team. You will assist with onboarding new internal and external users, document incidents, and collaborate with the technical team to ensure users can effectively utilize Microsoft cloud-based services. This role also provides hands-on experience with Microsoft technologies and an opportunity to stay informed on the latest cloud advancements.

 

Your Role

Technical support:

• Serve as the first point of contact for users seeking technical assistance by answering their calls, emails, and chat messages.
• Troubleshoot and resolve basic IT issues related to Microsoft cloud solutions, Windows OS, user accounts, and hardware/software.
• Investigate and troubleshoot system-related incidents, ensuring timely resolution and accurate documentation of technical issues and user interactions.
• Escalate more complex IT technical issues to senior technical roles for resolution.
• Handle user onboarding activities, including remote laptop setup, account creation, and configuration of Microsoft 365 applications.
• Create, update, and maintain accurate documentation of incidents, requests, and resolutions in company's ticketing system.
• Assign tickets to the appropriate team members or departments, ensuring timely handling and resolution of incidents and requests.
• Follow up with customers to ensure their satisfaction and confirm closure of tickets.
• Provide excellent customer service, ensuring timely communication and follow-ups.
• Support continuous improvement of service desk processes and technical documentation.

Customer Communication:

• Engage with customers to thoroughly understand their technical concerns, offering clear communication and timely updates on IT incidents from identification through to resolution.

Professional Development/ Training:

• Stay current with the latest cloud technology trends by actively researching and exploring advancements in Microsoft cloud services.
• Prepare for and pursue Microsoft certifications to further develop expertise and gain recognized credentials in cloud technologies.

• Bachelor's degree in Information Technology, Computer Science/ Engineering, or any related field.
• 0-2 years of relevant experience.
• Basic knowledge of Windows 11 operating systems.
• General understanding of cloud computing concepts.
• Knowledge or experience with Microsoft Cloud technologies is a plus.
• Proven ability to work independently and as part of a collaborative team.
• Excellent communication and collaboration skills (both verbal and written), with a strong customer-centric approach.
• Ability to effectively convey technical information to both technical and non-technical audiences.
• Strong attention to detail, excellent problem-solving skills, and the ability to perform well under pressure.
• Eagerness to continuously learn and apply new Microsoft technologies.
• Proficient in English and Arabic (French is a plus).