الرئيسية » IT Service Desk Agent

IT Service Desk Agent at GIG Gulf

المنصب IT Service Desk Agent
نُشر في 04 Apr 2026
انتهت الصلاحية 04 May 2026
الشركة GIG Gulf
الموقع البحرين | BH
نوع الوظيفة Full Time

الوصف الوظيفي:

أحدث معلومات الوظائف من GIG Gulf لمنصب IT Service Desk Agent. If the IT Service Desk Agent الشاغرة في البحرين تتوافق مع مؤهلاتك، يرجى تقديم أحدث طلب أو سيرة ذاتية مباشرة من خلال بوابة وظائف Jobkos المحدثة.

يرجى ملاحظة أن التقديم على وظيفة قد لا يكون سهلاً دائماً، حيث يجب على المرشحين الجدد استيفاء مؤهلات ومتطلبات معينة تحددها الشركة. نأمل أن تكون الفرصة المهنية في GIG Gulf لمنصب IT Service Desk Agent أدناه تتوافق مع مؤهلاتك.

Who we are

GIG Gulf is part of the Gulf Insurance Group (GIG), the #1 largest regional composite insurer in the Middle East and North Africa, with presence in 13 markets including the الإمارات العربية المتحدة, البحرين, Oman, قطر, المملكة العربية السعودية, Algeria, Egypt, Iraq, Jordan, الكويت, Lebanon, and Turkey. GIG Group reported consolidated assets of US$ 3.83 billion and $69 million net profit for the year 2023. The majority shareholder of GIG Group is Toronto based Fairfax Financial Holding, a global leader in insurance and reinsurance with a presence in 40 markets.

GIG Gulf is an ‘A’ rated regional insurer with a top 5 المنصب in each of its markets (UAE, Oman, قطر, البحرين). GIG Gulf has been present in the region for over 70 years with a strategic focus on both growth and investments and is a one stop shop offering a wide range of insurance products and services that cater to a broad variety of needs for corporates, SMEs and individual customers throughout UAE, Oman, البحرين, and قطر. GIG Gulf also owns a 50% stake in GIG Saudi. Our strategic objectives and guiding principles are focused on Regional Growth, Customer Experience and Digital Transformation.

GIG Gulf has created a diverse and inclusive working environment and culture with a workforce of over 800 employees, with over 60 nationalities, across 15 branches and retail shops region-wide and over 1 million customers. GIG Gulf is a caring partner that encourages customers to achieve their goals and live an inspiring and fulfilling life. We are obsessed with customer feedback and continuously evolving to become the region’s digital insurer of reference, committed to running our operations in a responsible, sustainable way.

Job purpose:

The IT Service Desk Agent will be working as part of a team that is responsible for 1st line IT support for GIG Gulf staff. The role is based in GIG Gulf office in البحرين Bay.

The team works on answering, attending and resolving all the L1.5 issues addressed to the IT Service Desk and escalates the rest to the appropriate teams in other levels as per standard procedures and agreements.

The agent will be troubleshooting basic end-user issues on various software applications, hardware, network and telecommunications systems and provide basic to advanced desktop support.

The role requires excellent customer service, communication (written + verbal), and analytical skills.

IT Service Desk Agent (Level 1.5) role summarized in 3 points:
  1. Customer Service and Communication: Strong customer service and communication skills (written + verbal) to interact with users, explain technical concepts, actively listen, and provide timely and professional support.
  2. Technical Proficiency: Strong foundation in operating systems, hardware, software applications, and network basics with the ability to diagnose and troubleshoot technical issues.
  3. Problem‑solving and Analytical Skills: Effective problem‑solving, analysis of issues reported by users, identification of root causes, and implementation of appropriate solutions.
Key Responsibilities: Service Desk End‑User Support
  • Manage end-user issues raised to Service Desk (Level 1.5) through tickets and calls received through IVR
  • Handle incoming calls from end‑users in a professional manner and within the defined service levels and ensure achievement of KPI’s
  • Ensure proper and timely communication to the end‑user on every ticket through the Service Desk tool and phone
  • Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users
  • Provide high‑quality resolutions of assigned tickets and managing the expectations of the users
  • Ensure to resolve and close all end‑user tickets within the defined Service Level Agreement (SLA) targets
  • Escalate tickets that are beyond the scope of Service Desk to other teams in 2nd level (Applications team and Field Support team) and 3rd level (Infrastructure and Production teams)
Operational & Technical Responsibilities: Communication
  • Act as the 1st point of contact for all IT related issues or requests
  • Build a strong trust relationship with business users across the region
  • Build strong collaboration with level 2 and 3 IT teams
  • Create and update documentation for end‑users when needed for known issues/requests
IT Support
  • Create and modify user accounts for Active Directory and all applications
  • Install end‑user software (licensing validity and availability checks)
  • Deployment of new applications (and/or upgrades) and follow‑up
  • Troubleshoot software application issues to resolve basic known ones and elevate complex ones to 2nd level, 3rd level and vendor
  • Manage applications permissions changes for end‑users
  • Create mailboxes/shared mailboxes / DL and troubleshoot email issues (Exchange Online/Office365)
  • Troubleshooting of printer issues
  • Call center system support
  • Mobile management enrollment and activation
  • Shared folders permissions management
Security
  • Ensure full compliance with the Information Security policy and procedures
  • Review encryption and antivirus definition status and remediate any issues
  • Administrative Privileges management
  • Ensure that all provided laptops have the necessary physical security measures
  • Scan computers for virus infection
  • Provide physical access to staff and visitors as necessary.
Network and Telecom
  • Troubleshoot end‑user internet issues
  • Local area network and Ethernet connections support
  • Wireless network access basic support
  • Headset phone and softphone setup for call center staff
  • VPN configuration and troubleshooting Essential Requirements: Communication and Soft Skills
    • Excellent communication skills in English, both verbal and written
    • Critical and analytical thinking and creativity – always challenging the status quo and find better ways to complete tasks
    • Conflict Resolution – ability to resolve problems and complex situations
    • Active listening and empathy – ability to listen and understand users to address their needs
    • Team player – ability to work with a team and influence a positive collaborative culture
    • Ability to prioritize workload appropriately based on the impact on the business
    Technical Skills
    • Good understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application software
    • Excellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client)
    • Good understanding of Microsoft Active Directory services , Azure AD, Microsoft M365 Admin portal
    • Excellent knowledge of Microsoft Office products including O365, Teams, Intune
    • Familiarity with network architecture, LAN network protocols and client‑server business applications
    • Familiarity with Citrix and remote desktop or any VDI platform
    • Familiarity with Distributed File Sharing
    • Excellent skills in Excel to prepare weekly, monthly, quarterly reports on Quality of Service & Service Desk KPI reports for management submission.
    • Good understanding of ITIL framework or any other service management framework
    • Excellent understanding of IT service management tools and ticketing system
    • Knowledge of using a call center system to manage incoming and outgoing calls with customers (Vocalcom, Cisco UC, Avaya etc.)
    • Knowledge of using remote access tools for remote troubleshooting
    • Ability to systematically troubleshoot complex problems and resolve them or elevate to the right team
    • Proficient in utilizing Microsoft Excel for generating reports related to service desk activities.
    • Skilled in extracting and analyzing service desk data to identify trends, patterns, and performance metrics
    Qualifications
    • Bachelor or Diploma Degree in an IT related field or equivalent hands‑on experience
    • 5+ years’ experience in an IT Service Desk role
    • ITIL v3/v4 Foundation Certification
    • MCSA in Windows Server 2012/2016 or MCTS in Windows Server 2008

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معلومات الوظيفة:

  • الشركة: GIG Gulf
  • المنصب: IT Service Desk Agent
  • مكان العمل: البحرين
  • الدولة: BH

كيفية تقديم الطلب:

بعد قراءة وفهم المعايير ومتطلبات الحد الأدنى من المؤهلات الموضحة في معلومات الوظيفة IT Service Desk Agent at the office البحرين أعلاه، أكمل فوراً ملفات طلب الوظيفة مثل خطاب التقديم، السيرة الذاتية، نسخة من الشهادة الجامعية، كشف الدرجات، والملاحق الأخرى كما هو موضح أعلاه. أرسلها عبر رابط الصفحة التالية أدناه.

انتهت صلاحية هذا الإعلان الوظيفي (منذ أكثر من 30 يوماً).
يرجى البحث عن أحدث فرص العمل على موقعنا الصفحة الرئيسية.

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