Help Desk Specialist

About the role

The Help Desk Specialist will join Assaray Trade & Investment Bank’s IT team in Tripoli, providing first‑line technical assistance to internal users. This full‑time, on‑site position focuses on resolving hardware, software and connectivity issues while maintaining high standards of customer service.

Key responsibilities

• Receive, log and prioritize help‑desk tickets from internal staff.
• Troubleshoot and resolve problems with desktop computers, peripherals, operating systems and common office applications.
• Diagnose basic network connectivity issues and guide users through solutions.
• Escalate complex incidents to specialized technical teams following established procedures.
• Maintain accurate incident documentation and contribute to the knowledge‑base.
• Adhere to service level agreements and ITIL‑based support processes.

Required profile

• Diploma or bachelor’s degree in Information Technology, Computer Science or a related field (preferred).
• Strong technical support experience, including ticket handling and user communication.
• Excellent written and verbal communication skills in English; Arabic is a plus.
• Ability to work independently in a fast‑paced environment while managing multiple tasks.

Required skills

• Desktop computers
• Operating systems (Windows, macOS)
• Office applications (Microsoft Office, Google Workspace)
• Help desk software and ticketing systems
• ITIL support processes
• Hardware troubleshooting
• Software troubleshooting
• Network connectivity troubleshooting

What we offer

• A professional, high‑performance workplace focused on collaboration and continuous improvement.
• Opportunities for long‑term growth within a forward‑looking banking institution.
• A supportive team environment that values innovation and service excellence.