Helpdesk Agent (Call Center Agent)

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.

Requirements

• Bachelors 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.
  

Required Skills:

Bachelors 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.

Employment Type : Full Time
Experience: years
Vacancy: 1