Service Desk Agent
Skills
About This Role
Key Responsibilities
- Answer inbound calls, chats, and emails from end users; log every contact in the ITSM tool.
- Perform first-call resolution for password resets, account unlocks, basic application issues, and common how-to queries.
- Triage and route tickets to L2/L3 teams when first-call resolution is not possible.
- Maintain ticket quality: complete categorisation, clear notes, accurate priority.
- Meet First-Call-Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT) targets.
- Contribute updates to the knowledge base for recurring issues.
Required Qualifications
- Diploma or Bachelor's degree in IT, Computer Science, or equivalent.
- 2+ years in a customer-facing service desk / help desk / call centre IT role.
- Strong working knowledge of Windows 10/11, Microsoft 365, and Active Directory basics.
- Familiarity with ITSM ticketing tools (ServiceNow, BMC Helix, Jira SM).
- Native or fluent Arabic AND fluent English both are non-negotiable.
- Willing to work rotational shifts (days/nights/weekends/holidays).
- Excellent telephone manner, patience, and customer-first attitude.
Preferred / Nice to Have
- ITIL v4 Foundation, HDI Customer Service Representative, or Microsoft MD-102.
- Exposure to remote-support tools (BeyondTrust, TeamViewer, AnyDesk).
- Prior experience supporting enterprise (1,000+ user) environments.
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