Helpdesk Agents

• Handle inbound and outbound customer calls.
• Respond to customer emails and approved digital channels.
• Identify and understand customer issues.
• Perform first-level troubleshooting.
• Create and update incidents/service requests in BMC Helix.
• Categorize and prioritize tickets correctly.
• Follow approved troubleshooting procedures and knowledge articles.
• Escalate unresolved issues to appropriate support groups.
• Maintain accurate ticket documentation.
• Follow call scripts and security procedures.
• Meet individual and team SLA/KPI targets.
• Maintain professional customer communication.
• Participate in training, quality monitoring, and knowledge sessions.
• Support shift operations including 8x5, 16x5 and 24x7 coverage as required.

Desired Candidate Profile

1. Education: Diploma or bachelor’s degree preferred; IT, Computer Science, Business, Communications, or related field
2. Experience: 1–2 years minimum in Helpdesk, Call Center, Customer Service or Technical Support
3. English: Good written and spoken English
4. Arabic: Excellent Arabic communication — essential for end-user support
5. Computer Skills: Strong Windows, MS Office, browser, and general troubleshooting skills
6. Customer Service: Strong customer-facing and telephone etiquette
7. ITSM: Basic understanding of Incident, Request, SLA, and Escalation concepts
8. Ticketing: Experience with ITSM/ticketing systems preferred
9. Typing: Good typing speed and accurate data entry
10. Shift Work: Must be willing to work 8x5, 16x5 and eventually 24x7 shifts
11. Security: Able to follow confidentiality, access-control, and information-security procedures