🌍 Setting the Stage for Intelligent IT Support
In today’s corporate world, where reliability and speed are non-negotiable, Mustafa Salah is redefining what modern IT Service Delivery looks like.
With proven experience managing and securing enterprise systems at PwC Middle East and Kyndryl (IBM Spin-off), Mustafa has gone beyond resolving tickets — he’s building intelligent, scalable support ecosystems.
His latest innovation, the IT Service Desk Agent, is an Agentic AI application that automates Tier 1 and Tier 2 IT support — one of the biggest bottlenecks in enterprise operations.
🤖 Introducing the “IT Service Desk Agent” — AI-Powered IT Operations
At the heart of Mustafa’s work lies the IT Service Desk Agent — a self-directed, context-aware AI system that diagnoses, resolves, and escalates IT issues automatically.
It represents the next evolution of AI in enterprise IT management, bridging intelligence and automation for faster resolutions.
⚙️ Key Highlights of the IT Service Desk Agent
Instantly handles repetitive issues like password resets, account unlocks, software troubleshooting, and printer setup — no human needed.
Manages chats, diagnostics, and closure, ensuring full compliance with ITIL and corporate call flow processes.
Connects to knowledge bases and performs live web searches to deliver accurate, current resolution steps.
Uses GPT-5 Auto to detect intent, categorize tickets (e.g., Network, Email, Hardware), and route them to the right Level 2 Specialist.
This isn’t just another ticketing tool — it’s a smart, autonomous AI that delivers reliable IT service while freeing engineers for strategic work.
💼 Career Journey: From Global Service Desk to AI Innovator
| 🏢 Role | 💡 الخبرة | 🏆 Key Contributions |
|---|---|---|
| IT Support Engineer – PwC Middle East | Delivered full IT onboarding and remote/on-site support for hardware and software. | Ensured reliable IT operations and asset lifecycle management. |
| IT Service Desk Specialist – Kyndryl (IBM Spin-off) | Provided Level 1 tech support via chat, phone, and email. | Maintained client satisfaction through effective escalation and coordination. |
Certifications & Education
- AWS Certified Cloud Practitioner
- Google IT Support Professional
- Certified in Cybersecurity (CC)
- Apple Certified Support Professional (ACSP)
📈 Professional Impact
Mustafa’s journey includes impactful collaborations with industry leaders that demand the highest reliability and security:
PwC Middle East – Ensured consistent, high-quality IT service delivery.
Kyndryl (IBM) – Maintained strong client satisfaction across enterprise systems.
Ministry of Communications and Information Technology (MCIT) – Earned a Certificate of Appreciation for contributions to IT excellence.
This blend of experience and innovation positions him as a prime candidate for IT Specialist and Automation roles worldwide.
💡 Why Companies Should Take Notice
Mustafa Salah isn’t just an IT engineer — he’s a builder of automated service excellence.
By combining his hands-on expertise with Agentic AI, he represents the next generation of IT professionals who:
✅ Reduce Support Costs: Automate Tier 1 service desks and eliminate repetitive manual tasks.
✅ Boost Productivity: Enable employees to get back to work faster with instant support.
✅ Ensure Reliability: Build secure, compliant, and consistent IT processes.
✅ Bring Multi-Domain Skill: Integrate cloud, security, and OS expertise into scalable enterprise AI systems.
For organizations aiming to lead in IT Service Management, AI Automation, or Operational Efficiency, Mustafa Salah is the future-ready expert they need
🌐 Discover More
Ready to connect with top-tier IT and AI talent?
🔗 Explore Mustafa Salah’s full portfolio on Ka.nz
and discover how the IT Service Desk Agent can redefine your company’s IT operations.
I am Hanadi Farah, a dedicated HR and recruitment professional with a strong foundation in Human Resources Management. I graduated from Antonine University with a degree in Human Resources Management,
I currently work as a Recruiter at Jobs for Ka.nz, connecting talented candidates with career opportunities across various industries and ensuring a seamless hiring experience for both employers and job seekers. My expertise includes candidate sourcing, screening, and interview coordination, combined with a keen understanding of organizational needs and workplace dynamics
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