Helpdesk Agents

Responsibilities

• Handle inbound and outbound customer calls
• Respond to customer emails and approved digital channels
• Identify and understand customer issues
• Perform first-level troubleshooting
• Create and update incidents service requests in BMC Helix
• Categorize and prioritize tickets correctly
• Follow approved troubleshooting procedures and knowledge articles
• Escalate unresolved issues to appropriate support groups
• Maintain accurate ticket documentation
• Follow call scripts and security procedures
• Meet individual and team SLA KPI targets
• Maintain professional customer communication
• Participate in training quality monitoring and knowledge sessions
• Support shift operations including 8x5 16x5 and 24x7 coverage as required

• Education:
  
  Diploma or bachelor's degree preferred; IT, Computer Science, Business, Communications, or related field
• Experience:
  
  1-2 years minimum in Helpdesk, Call Center, Customer Service or Technical Support
• English:
  Good written and spoken English
• Arabic:
  Excellent Arabic communication - essential for end-user support
• Computer
  
  Skills:
  
  Strong Windows, MS Office, browser, and general troubleshooting skills
• Customer Service:
  Strong customer-facing and telephone etiquette
• ITSM:
  Basic understanding of Incident, Request, SLA, and Escalation concepts
• Ticketing:
  Experience with ITSM/ticketing systems preferred
• Typing:
  Good typing speed and accurate data entry
• Shift Work:
  Must be willing to work 8x5, 16x5 and eventually 24x7 shifts
• Security:
  Able to follow confidentiality, access-control, and information-security procedures