Information Technology Help Desk Specialist

Overview

Serve as the initial contact for IT service inquiries, managing requests and incidents through multiple communication channels such as phone, email, live chat, and chatbot. Provide technical support, resolve problems, and escalate complex issues when necessary.

Key Responsibilities

• Address end-user questions and issues via phone, email, chat, and chatbot platforms.
• Log and prioritize incidents and service requests accurately in the ITSM ticketing system.
• Verify user details and request validity prior to action or escalation.
• Deliver remote troubleshooting and technical assistance for IT problems.
• Escalate unresolved tickets to specialized teams, ensuring follow-up until resolution.
• Confirm resolution with users before closing support tickets.
• Update and maintain the IT knowledge base with troubleshooting guides, FAQs, and known issues.
• Offer foundational guidance on IT products and services to users.
• Document software-related issues and coordinate remediation follow-ups.
• Uphold confidentiality, professionalism, and data protection while handling user information.

Work Schedule

Operate within a 24x7x365 rotating shift system, including weekends and holidays.

Required Qualifications and Experience

• Bachelor's degree in Information Technology or a related discipline.
• At least 5 years of experience in IT service desk, call center, or user support roles.
• Familiarity with ITSM platforms such as SMAX or comparable tools is highly desired.
• Previous experience in a 24x7 shift-based support environment is advantageous.

Certification

Possession of a valid, accredited ITIL certification (Foundation level or above) is mandatory.

Essential Skills and Competencies

• Excellent spoken and written communication abilities.
• Professional and customer-focused manner over telephone communications.
• Strong command of desktop operating systems, Microsoft Office/365 suite, Active Directory, and common enterprise applications.
• Skilled in prioritizing and managing incident tickets effectively.
• Demonstrated aptitude in active listening and problem resolution.
• Meticulous accuracy in documenting tickets.
• Basic knowledge of remote support software tools.
• Ability to perform rotating shifts, covering nights, weekends, and public holidays.

Language Proficiency

Fluency in both Arabic and English at a professional level in speaking, reading, and writing is highly preferred.