Helpdesk Agent; Call Center Agent

Madre Integrated Engineering | Full time

The Helpdesk Agent (Call Center Agent) will serve as the first point of contact for users requiring IT support through phone, email, live chat, and ticketing channels. The role involves diagnosing and resolving technical issues, logging incidents and service requests accurately, providing remote troubleshooting support, and escalating unresolved problems to the appropriate technical teams.

The Helpdesk Agent will also maintain complete ticket documentation, follow ITIL-aligned processes, deliver professional customer service, and support users with common applications, systems, and workplace technology.

• Bachelor’s Degree in Information Technology, Computer Science, or a related field.
• Minimum 5 years of experience in IT Helpdesk, Service Desk, Call Center IT Support, or User Support.
• Strong knowledge of Windows operating systems, Microsoft Office 365, Microsoft Teams, Microsoft Edge, and desktop troubleshooting.
• Experience using ITSM or ticketing systems;
  SMAX experience is preferred
  .
• Ability to diagnose and resolve common hardware, software, access, connectivity, and application-related issues remotely.
• Strong incident logging, ticket prioritization, escalation, and follow-up skills.
• Excellent telephone etiquette, customer-service orientation, and communication skills.
• Ability to remain professional and composed while handling urgent issues or difficult users.
• ITIL certification is mandatory
  .
• Fluent in Arabic and English
  , both written and spoken.
• Willingness to work rotational shifts, including nights, weekends, and public holidays.