Help Desk Support Officer

Overview

Help Desk Support Officer

Key responsibilities

• Answer hotline calls, emails, and helpdesk requests professionally and promptly
• Create, classify, assign and track incidents and requests in JIRA Service Desk
• Monitor queues and drive tickets to resolution; ensure proper follow-up until closure
• Maintain SLA compliance, follow escalation paths, and enforce support processes
• Provide L1 troubleshooting for systems, apps, user issues and use remote support tools
• Escalate complex incidents to L2/L3 and coordinate resolution activities
• Confirm resolution with users and validate customer satisfaction prior to closing tickets
• Review ticket quality, resolution accuracy and completeness of documentation
• Track aging tickets, apply correct prioritization, and ensure timely closure
• Produce daily, weekly and monthly operational and SLA reports; build JIRA dashboards
• Configure and maintain JIRA Service Desk: projects, workflows, issue types, queues, SLAs, permissions and notifications
• Manage users, roles, groups and access within JIRA; create automation rules, custom fields, forms and screens
• Contribute to process improvement initiatives and keep knowledge base and runbooks up to date
• Coordinate with technical teams, vendors and project stakeholders as needed
• Communicate during major incidents and support site/project activities
• Participate in shift rotations and provide after‑hours, weekend or holiday coverage when required

Qualifications & experience

• Bachelor’s degree or Diploma in IT, Computer Science or related field
• 3–5 years’ experience in Help Desk / Service Desk support; JIRA Service Desk administration strongly preferred
• ITIL Foundation certification is an advantage
• Experience in 24/7 operational support environments is a plus
• Fluency in Arabic and English (spoken and written) is mandatory
• Technical requirements
• Proven hands‑on experience administering JIRA Service Desk / JIRA Administration
• Strong knowledge of JIRA project setup, workflows, SLAs, queues, dashboards and reporting
• Experience with automation rules, ticket routing, issue types, screens, fields and notification schemes
• Solid background in incident management and ITSM processes; ticket lifecycle and escalation handling
• Basic troubleshooting of Windows OS, common network issues and office productivity apps
• Experience with remote support & monitoring tools
• Good reporting, data analysis and SLA/KPI monitoring skills
• Soft skills
• Excellent verbal and written communication in Arabic and English
• Customer service orientation and professional phone etiquette
• Able to work calmly under pressure and manage multiple incidents concurrently
• Strong analytical, coordination and follow‑up skills
• Detail‑oriented with a focus on service quality and documentation
• Independent worker who also collaborates well in a team
• Effective time management and prioritization