bayt
Senior Service Desk Analyst
Awan Solutions For Information and Technology
Riyadh, KSA
Full Time
Senior
SAR 7,500 SAR 11,250
1 weeks ago
IT Service DeskMicrosoft 365Entra IDExchange OnlineIntuneSharePoint/OneDrive
Free
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IT Service DeskMicrosoft 365Entra ID
About the Role
Awan Solutions seeks a Senior Service Desk Analyst to serve as SPOC for IT incidents and service requests, providing first-line troubleshooting and advanced support for M365, Entra ID, and endpoint management.
Key Skills for This Role
IT Service DeskMicrosoft 365Entra IDExchange OnlineIntuneSharePoint/OneDrive
Responsibilities
- Serve as Single Point of Contact for all IT incidents and service requests
- Log, categorize, and prioritize tickets in the ITSM platform
- Perform first line troubleshooting including password resets, account unlocks, M365 issues, and app/printer/workstation support
- Ensure First Contact Resolution and SLA driven incident management
- Process standard service requests (account creation, access, software/hardware requests)
- Monitor service desk queues and infrastructure alerts
- Escalate complex issues to L3 teams with complete troubleshooting notes
- Keep users informed and confirm resolution before closure
- Maintain knowledge articles and conduct structured shift handovers for 24/7 continuity
- Troubleshoot Windows/macOS, M365, Entra ID, Exchange Online, Intune, SharePoint/OneDrive, VPN
- Perform root cause analysis and lead major incident resolution
- Maintain known error database and problem records; participate in post incident reviews
Requirements
- Hands on enterprise/managed services experience across the M365 stack
- Strong ownership of incidents end to end and technical depth to lead, not just escalate
- Based in or willing to relocate to the Eastern Province
- Experience with Windows/macOS, M365, Entra ID, Exchange Online, Intune, SharePoint/OneDrive, VPN
- Ability to perform root cause analysis and lead major incident resolution
- Experience with endpoint and server patch management (Intune/MECM/SCCM/WSUS)
- Knowledge of identity & access management (SSO, Conditional Access, MFA)
- Ability to develop SOPs, runbooks, and maintain knowledge base
- Experience producing operational reports and tracking SLA/KPI performance
Full Job Posting
Core Responsibilities
- Single Point of Contact (SPOC) for all IT incidents and service requests
- Log, categorize, and prioritize tickets in the ITSM platform
- First line troubleshooting password resets, account unlocks, M365 issues, app/printer/workstation support
- First Contact Resolution and SLA driven incident management
- Process standard service requests (account creation, access, software/hardware requests)
- Monitor service desk queues and infrastructure alerts
- Escalate complex issues to L3 teams with complete troubleshooting notes
- Keep users informed and confirm resolution before closure
- Maintain knowledge articles and conduct structured shift handovers for 24/7 continuity
Senior Level Responsibilities
- Troubleshoot Windows/macOS, M365, Entra ID, Exchange Online, Intune, SharePoint/OneDrive, VPN
- Perform root cause analysis (RCA) and lead major incident resolution
- Maintain known error database and problem records; participate in post incident reviews
- Own endpoint and server patch management (Intune/MECM/SCCM/WSUS) incl. compliance reporting and emergency patching
- Manage Windows, macOS, iOS, and Android devices via Intune; develop compliance policies and security baselines
- Support advanced identity & access management SSO, Conditional Access, MFA, privileged access review
- Develop SOPs, runbooks, and maintain the Service Desk knowledge base
- Produce operational reports, track SLA/KPI performance, and recommend service improvements
- Coordinate with Microsoft and other vendors on support cases and escalations
What We're Looking For
- A candidate based in or willing to relocate to the Eastern Province
- Hands on enterprise/managed services experience across the M365 stack
- Strong ownership of incidents end to end
- Technical depth to lead, not just escalate
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