Service Desk Analyst I at Telsource Corporation

, Amman, Jordan -

Full Time

Start Date

Immediate

Expiry Date

24 May, 26

Salary

0.0

Posted On

23 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Troubleshooting, Ticketing Management System, WAN/LAN, Routers, Switches, Servers, Desktop Hardware, Desktop Software, ITIL, Customer Focused, Multitasking, Escalation Management, Password Updates, Monitoring Tools, Documentation

Industry

IT Services and IT Consulting

Description

About Acuative Acuative is a global IT solutions provider committed to delivering top-tier managed services, managed solutions, and network infrastructure support. With a client-first mindset and a relentless drive for excellence, we empower organizations to scale securely and efficiently. Our success is powered by our people we invest in our employees through continuous on-the-job training, mentorship, and assisted learning that helps to grow our teams. At Acuative, you’ll find a collaborative environment built on professionalism, innovation, and the shared pursuit of achieving high results. Join us and help shape the future of IT. Scope of the Position The Service Desk Analyst I provides a single point of contact to the organization for information technology related problems. Assist business customers with telephone, email or trouble ticket enquiries to resolve or escalate IT systems issues and problems. Provide support and incident management and client communications for IT systems faults and service request. All staff authorized to work within the Acuative Managed Platform for Government (AMPG-G) or Acuative Managed Platform for Defense (AMP-D) environments must adhere to the following these requirements: * Minimum of 1-2 years experience * Acknowledge and sign off on any AMP-G or AMP-D related Access Agreements and Rules of Behavior documents * Review and adhere to the relevant AMP-G / AMP-D Policies and Procedures * Complete all mandatory Information Security & Compliance training * Protect against and report any suspicious or abnormal activity affecting the AMP-G or AMP-D environments Functions * First Level support for any information technology issue and problem following set processes and procedures * Provide assistance by phone, email and/or using a ticketing management system * Respond to alerts in a monitoring or management tool * Incident que management * Documentation for updates on internal knowledge base resolution and details * End user password updates * Manage critical incidents, escalations, and determine incident scope and impact * Ticket follow ups on tickets at pre-defined intervals until resolved * Maintain status reports * Liaison between customer and technical teams Applicants should have * Associate's degree or equivalent work experience * Knowledge of WAN/LAN environments * Basic knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc. * Knowledge of servers, desktop hardware, and software and can perform basic troubleshooting * Ability Understanding of ITIL to thoroughly understand business processes and discern system issues from process issues * Understanding of ITIL Processes * Understandings of ITIL procedure * Customer focused * Ability to multitask Equal Opportunity Statement * At Acuative, we believe our strength comes from our people—and that includes people from all backgrounds. We are proud to be an Equal Opportunity Employer, committed to creating a workplace where everyone feels valued, respected, and supported. Our inclusive culture encourages growth, creativity, and collaboration across all levels of the company. No matter who you are, if you’re passionate about doing great work, you’ll find a place with us.

Responsibilities

The Service Desk Analyst I acts as the single point of contact for IT-related issues, assisting customers via phone, email, or trouble tickets to resolve or escalate system problems. This role involves providing first-level support, managing incidents, handling escalations, and maintaining knowledge base documentation.