Information Technology Help Desk
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 ResponsibilitiesRespond 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.
Work Schedule:
24x7x365 shift rotation, including weekends and public holidays
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.
Mandatory CertificationValid, accredited ITIL certification (ITIL Foundation or higher).
Core Skills & CompetenciesStrong 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.
Language RequirementArabic and English bilingual proficiency is highly preferred. Professional-level speaking, reading, and writing skills in both languages are required.
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