Service Desk Agent

Key Responsibilities

• 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