The Job Holder is responsible Diagnose and Resolve Service Desk Issues following all stages of Reporting, Investigation, Solution Development and Implementation to ensure achieving high level of Functionality and customer satisfaction. Operational: Service Desk - Provide 1st level 24/7 IT Support service to all flynas users assuring successful resolution of reported incidents and minimizing the business interruptions and outages as much as possible, and provide excellent customer service, ensuring a positive end-user experience. - Provides IT Support activities in a timely manner, based on criticality and importance and update HD system assigned Tasks. - To be responsible for hardware preparation, e.g. installing operating systems, hardware parts, configuring PCs, installing and configuring applications, etc. - To test, install, maintain, operate, and administer PCs, e.g. Desktops, Laptops, printers, peripheral devices. - Monitor and clean all unauthorized or not licensed software applications as per Flynas policies and standards. • Problem Solving - Analyze the Service Incident Issues, diagnose the root-causes and propose & implement the solutions to ensure that all immediate Issues are responded on timely manners to avoid business risks and delays. • Continuous Improvement - Participate in projects to improve Help Desk processes and enhance end user support- Keeps up to date with emerging technologies, industry trends, and best practices in software development, applying new knowledge to enhance development processes and deliverables. - Maintains effective communication and collaboration within the team and across departments.