English Service Desk Agent

English Service Desk Agent

Publication Date:
Jul 15, 2026

Location:

Cairo, EG

Role Description The English Service Desk Representative is responsible for providing customer support and technical assistance to users in an English-speaking environment. The Service Desk Representative will handle incoming inquiries, troubleshoot technical issues, and provide timely resolution or escalate to the appropriate teams.

What You'll Be Doing Core Responsibilities Provide English-language support to users via phone, email, or chat, addressing inquiries, troubleshooting technical issues, and resolving problems. Document and track all customer interactions and resolutions accurately in the ticketing system. Escalate complex or unresolved issues to the appropriate teams or higher-level support for further investigation and resolution. Follow established procedures for incident management, problem management, and service request fulfillment.

Maintain a high level of customer satisfaction by ensuring timely and effective response and resolution. Collaborate with cross-functional teams to identify and implement process improvements and knowledge base updates. Stay up-to-date with product knowledge, system updates, and industry trends to provide accurate and relevant information to customers. Provide feedback to improve user documentation and knowledge base articles to enhance self-service options for customers.

Adhere to service level agreements (SLAs) and key performance indicators (KPIs) related to response time, resolution time, and customer satisfaction. Continuously develop and enhance technical skills and knowledge through training and self-learning.

Experience & Qualification Fluent in English, both written and verbal communication skills. Previous experience in a customer support or service desk role, preferably in a technical support environment. Ability to analyze and resolve technical issues independently or through collaboration. Excellent customer service and interpersonal skills, with the ability to handle customer inquiries professionally and empathetically. Ability to work under pressure and meet tight deadlines in a dynamic and fast-paced environment.

Strong organizational skills, attention to detail, and the ability to multitask effectively. Flexibility to work in shifts, including weekends and holidays, as per business needs.

Skills, Knowledge & Abilities Strong problem-solving and troubleshooting skills Adaptability. Self-learning. Critical thinking. Problem-solving. Attention to detail. Communication and teamwork.