IT Service Desk Administrator

TL;DR

IT Service Desk Administrator (System Administration): Providing first-line technical support for end-users with an accent on Microsoft Windows and Microsoft 365 troubleshooting. Focus on resolving software-related incidents, diagnosing network connectivity issues, and managing service requests via ticketing systems.

Location: On-Site in Cairo, Egypt

Company

hirify.global is the leading online food and groceries ordering platform in MENA, operating in 9 countries as part of the Delivery Hero network.

What you will do

• Provide first-line technical support for end users via ticketing systems, phone, chat, and email.
• Troubleshoot and resolve Microsoft Windows OS and Microsoft 365 application issues (Outlook, Teams, OneDrive).
• Diagnose software-related incidents and perform basic network connectivity diagnostics.
• Document incidents, troubleshooting steps, and resolutions accurately within the ticketing system.
• Assist users with account-related issues, access requests, and basic system configurations.
• Escalate complex issues to second-line support teams while adhering to SLA requirements.

Requirements

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
• 0–2 years of experience in a Service Desk, Help Desk, or IT Support role.
• Hands-on experience supporting Microsoft Windows environments.
• Experience with Microsoft 365 applications.
• Exposure to ticketing systems and ITSM workflows.
• Must be based in Cairo, Egypt

Nice to have

• Familiarity with ITSM tools such as Jira Service Management.
• Basic knowledge of Microsoft Azure and user account management.
• Understanding of ITIL concepts and Service Desk best practices.

Culture & Benefits

• Opportunity to work within the international Delivery Hero network.
• Fast-paced environment at the largest food ordering app in the GCC region.
• Collaborative team atmosphere with a focus on high-quality service delivery.