Helpdesk Support ( Tamheer )

About the Role / About the Job
The Helpdesk Support Trainee will provide first-line application support to customers and internal users, ensuring that support requests are accurately handled, documented, and escalated when necessary. This role is integral to delivering a high level of service and support as part of the organization's commitment to excellence in customer service.

Key Responsibilities:

• Receive, classify, and manage application-support tickets accurately.
• Resolve common and documented user issues independently.
• Document ticket activities and resolutions according to Helpdesk standards.
• Escalate unresolved cases with complete and accurate technical information.
• Communicate professionally with customers and internal support teams.
• Follow approved SLA requirements and ticket lifecycle procedures.
• Develop a good understanding of the primary functions of supported products.

Requirements:

• Diploma in Information Technology, Computer Science, Information Systems, Software Engineering, or a related field.
• Good Arabic and English communication skills.
• Strong problem-solving and customer service skills.
• Ability to work effectively within SLA and Helpdesk support procedures.
• Eligible for Tamheer program.