About the Role
The role involves providing first-level assistance and support to users encountering incidents and service requests through various communication channels. You will be responsible for logging, categorizing, and prioritizing all tickets in the IT Service Management (ITSM) tool, giving high priority to VIP users. Additionally, you will troubleshoot user issues, manage ticket resolution, and keep users informed throughout the process.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Responsibilities
- Receive incidents and service requests from multiple communication channels.
- Provide first-level assistance and log, categorize, and prioritize all tickets in the ITSM tool, prioritizing VIP users.
- Troubleshoot user issues over the phone or through other approved channels.
- Escalate unresolved tickets to Level 2 support within agreed time limits and create problem records when necessary.
- Manage tickets through to resolution and closure, ensuring users are kept informed of progress.
- Issue outage notifications as requested.
- Continuously update the knowledge management database and FAQs with solutions, troubleshooting guidance, and information on recurring issues.
- Conduct user satisfaction surveys, report findings, and implement improvement plans based on feedback.
- Prepare reports covering ticket volumes, incident categories, open versus closed tickets, ticket aging, and SLA/KPI achievements.
Requirements
- University degree in Computer Science or Information Technology.
- ITIL Foundation certification.
- Microsoft 365 certification.
- Minimum 3 years of relevant Helpdesk or Service Desk experience.
- Fluent in both Arabic and English, with strong written and verbal communication skills.
Benefits
- Long-term career opportunities and potential for professional growth.
