Role Description
Act as the primary interface between the client and IT systems/applications, ensuring seamless support and service delivery. This role requires strong communication skills, customer-centric approach, and technical expertise to diagnose issues, provide resolutions, and maintain high service quality standards.
Key Responsibilities
- Handle incidents and service requests via multiple channels (voice, email, chat, web, remote support)
- Identify, investigate, and diagnose issues; provide timely resolution or escalate to appropriate teams
- Accurately log and track all incidents in ITSM tools as per defined processes
- Ensure adherence to SLA/OLA targets and maintain service quality
- Provide clear and effective communication to users throughout the incident lifecycle
- Maintain proper documentation of issues, solutions, and knowledge articles
- Manage high call volumes while maintaining professionalism and customer satisfaction
Must-Have Skills
- Strong experience in Incident Management and ITSM tools
- Yrs of Experience: 2-4 years
- Excellent Arabic and English communication skills (verbal and written)
- Strong email etiquette and written communication
- Ready to support users via inbound calls and other support channels like chat, email, web, etc.
- Ability to manage high call volumes while maintaining quality and customer satisfaction
- Good analytical and problem-solving abilities
- Excellent customer service and interpersonal skills
- Ability to work in 24x7 rotational shifts
- Ability to remain calm and courteous under pressure, especially while handling irate customers and back-to-back calls
Good-to-Have Skills
- Experience with Service Desk Governance and Management
- Knowledge of SLA/OLA management and backlog handling
- Experience with ITSM dashboards and reporting (including PPT creation)
- Exposure to Shift Management in absence of a lead
- Experience in Escalation Management
