Help Desk Executive

About The Opportunity

We are a rapidly expanding logistics and supply chain solutions company based in the UAE, dedicated to facilitating smooth cross-border import and export services, vendor coordination, and comprehensive trade compliance support. Our mission is to enable efficient global trade for regional businesses using advanced digital tools, real-time tracking, and exceptional customer service. To strengthen our tech-enabled and client-focused operations team, we are seeking an energetic and proactive Help Desk Executive to support both internal teams and external stakeholders effectively.

Role & Responsibilities

• Deliver first-line technical and operational assistance to internal users and external customers through various channels including phone, email, and ticket management systems, ensuring resolution within established SLA timelines.
• Record, classify, and escalate support tickets appropriately using designated help desk software, maintaining thorough documentation and a knowledge base of recurrent solutions.
• Support onboarding for new system users across ERP, TMS, and CRM platforms, and provide troubleshooting for common login, permission, and navigation issues.
• Continuously monitor system alerts and liaise with IT and operations teams to address repeated or critical service interruptions.
• Serve as the initial contact for vendor and client-related technical inquiries, managing escalations with detailed contextual information and tracking ownership until resolution.
• Conduct weekly reviews of service quality, identifying process weaknesses or tool limitations and proposing improvements to management.

Skills & Qualifications

• Proficient with help desk software such as Zendesk, Freshdesk, or ServiceNow.
• Experience with ticketing platforms and systems management.
• Familiarity with Microsoft 365 applications.
• Knowledge of ERP systems like SAP, Oracle, or Odoo.
• Strong troubleshooting skills and capacity for root cause analysis.
• Experience managing service level agreements (SLAs).

Preferred Qualifications:

• Exposure to logistics or trade operations environment.
• Basic understanding of Transport Management Systems (TMS) or Customer Relationship Management (CRM) software.
• ITIL Foundation certification is an advantage.

Benefits & Culture

• Work in a dynamic and fast-evolving setting with direct involvement in global trade operations.
• Opportunities for advancement into IT support, operations management, or client success roles.
• Onsite office location within the UAE featuring a collaborative culture and options for flexible shifts.