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.
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Responsibilities
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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.
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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.
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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.
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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.
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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.
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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.
