Key Responsibilities:
- Provide first-line technical support for website, mobile app, and digital services
- Assist users with login issues, payment problems, authentication, and system navigation
- Log, track, and resolve support requests through the Service Desk platform
- Troubleshoot issues related to applications, databases, browsers, and devices
- Monitor system performance and report critical incidents
- Prepare user manuals, FAQs, and training materials
- Conduct user training sessions and provide guidance on digital services
- Participate in User Acceptance Testing (UAT) and collect user feedback
- Coordinate with IT teams, vendors, and implementation partners for issue resolution
- Maintain support documentation and prepare performance reports
Required Skills & Qualifications:
- Diploma or Bachelor's degree in IT, Computer Science, or related field
- 1–3 years of experience in technical support or service desk roles
- Strong knowledge of web applications and mobile applications
- Basic troubleshooting skills (network, browser, device compatibility)
- Knowledge of authentication systems (UAE Pass preferred)
- Excellent communication skills in Arabic and English
- Strong customer service and problem-solving skills
- Ability to work effectively under pressure
Preferred Certifications:
- ITIL Foundation
- Customer Service Excellence Certification
