Service Desk Agent | Onsite

Role Summary

We are hiring L1 Service Desk Agents to provide first-line support to a large enterprise user base. Agents are the voice of IT — answering calls, logging tickets, performing first-touch resolution, and ensuring a high-quality user experience in both Arabic and English.

• Answer inbound calls, chats, and emails from end users; log every contact in the ITSM tool.
• Perform first-call resolution for password resets, account unlocks, basic application issues, and common how-to queries.
• Triage and route tickets to L2/L3 teams when first-call resolution is not possible.
• Maintain ticket quality: complete categorisation, clear notes, accurate priority.
• Meet First-Call-Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT) targets.
• Contribute updates to the knowledge base for recurring issues.

• Diploma or Bachelor's degree in IT, Computer Science, or equivalent.
• 2+ years in a customer-facing service desk / help desk / call centre IT role.
• Strong working knowledge of Windows 10/11, Microsoft 365, and Active Directory basics.
• Familiarity with ITSM ticketing tools (Service Now, BMC Helix, Jira SM).
• Native or fluent Arabic AND fluent English — both are non-negotiable.
• Willing to work rotational shifts (days/nights/weekends/holidays).
• Excellent telephone manner, patience, and customer-first attitude.

• ITIL v4 Foundation, HDI Customer Service Representative, or Microsoft MD-102.
• Exposure to remote-support tools (Beyond Trust, Team Viewer, Any Desk).
• Prior experience supporting enterprise (1,000+ user) environments.