Information Technology Help Desk
Job Description & How to Apply Below
Act as the first point of contact for end-users, receiving, logging, troubleshooting, and resolving IT service requests and incidents through phone, email, live chat, chatbot, and other approved channels.
Key Responsibilities- Respond to user inquiries through phone, email, live chat, and chatbot.
- Log, prioritize, track, and update incidents and service requests in the ITSM ticketing system.
- Validate user and request information before taking action or escalating.
- Provide remote support to diagnose and resolve technical issues.
- Escalate unresolved issues to the appropriate support or specialist team and follow up until closure.
- Ensure issues are resolved and confirmed with users before ticket closure.
- Maintain and contribute to the IT knowledge base, including troubleshooting guides, FAQs, and known issues.
- Provide initial guidance and support to users on IT products and services.
- Document software-related issues and coordinate follow-up on reported fixes.
- Maintain professionalism, confidentiality, and data protection standards when handling user information.
24x7x365 shift rotation, including weekends and public holidays.
Minimum Qualifications & Experience- Bachelor's degree in IT or a related field.
- Minimum of 5 years of relevant experience in IT service desk, call center, or user support.
- Experience with an ITSM ticketing platform such as SMAX or equivalent is highly preferred.
- Experience in a 24x7 shift-based support environment is preferred.
- Valid, accredited ITIL certification (ITIL Foundation or higher).
- Strong verbal and written communication skills.
- Professional and customer-focused telephone manner.
- Working knowledge of desktop operating systems, MS Office/365, Active Directory, and common enterprise applications.
- Ability to triage and prioritize incidents.
- Strong active listening and problem-solving skills.
- Accurate and detailed ticket documentation.
- Basic proficiency in remote support tools.
- Ability to work rotating shifts, including nights, weekends, and public holidays.
- Arabic and English bilingual proficiency is highly preferred.
- Professional-level speaking, reading, and writing skills in both languages are required.
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