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 crucial in delivering effective assistance to users and maintaining high standards of service within the organization.

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.
• Saudi National and eligible for Tamheer program.