Helpdesk Executive

Presight is looking for an experienced, skilled and customer-focused Helpdesk Executive to join our IT support team. The Helpdesk Executive will be responsible for providing technical assistance and support to end-users regarding hardware, software, and network-related issues. The ideal candidate should possess excellent problem-solving skills, strong communication abilities, and a passion for delivering exceptional customer service.

Responsibilities

• Provide Technical Support:

  • Respond to user inquiries via phone, email, or chat in a timely and professional manner.
  • Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, and mobile devices.
  • Assist with the installation, configuration, and maintenance of computer systems and applications.

• Incident Management:

  • Record, track, and document support requests and incidents using a ticketing system.
  • Prioritize and escalate issues based on severity and impact.
  • Ensure timely resolution of issues and maintain high levels of customer satisfaction.

• Troubleshooting and Problem Solving:

  • Identify and analyze technical problems and provide effective solutions.
  • Collaborate with other IT teams and departments to resolve complex issues.
  • Perform root cause analysis to prevent recurring problems.

• System and Network Maintenance:

  • Monitor system performance and conduct regular maintenance tasks.
  • Assist in the deployment of software updates, patches, and security enhancements.
  • Support network infrastructure, including routers, switches, and firewalls.

• User Training and Documentation:

  • Provide training and guidance to users on software applications and best practices.
  • Develop and maintain technical documentation, FAQs, and user guides.
  • Conduct workshops and training sessions to enhance user proficiency.

• Continuous Improvement:

  • Stay up-to-date with industry trends, technologies, and best practices.
  • Participate in continuous improvement initiatives to enhance helpdesk processes and service delivery.

Qualifications

• Bachelor’s degree in IT or related field (or equivalent work experience).
• Proven experience as a Helpdesk Executive or similar role.
• Familiarity with Windows, macOS, and Linux operating systems.
• Experience with remote desktop tools and helpdesk software.
• Microsoft Certified Professional (MCP) or equivalent.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Customer-oriented mindset with a focus on delivering high-quality service.
• Ability to work independently and collaboratively within a team.
• Strong administrative and organizational skills.
• Familiarity with ticketing systems and IT asset management.
• Proficient in English; Arabic is an advantage.

Work Conditions

• An open, diverse and inclusive environment with a global vision that encourages personal growth.
• Outstanding learning, development & growth opportunities via structured training programs and innovative projects.
• A competitive remuneration package with perks including healthcare, education support, leave benefits, and more.