Service Desk Agent

Role Summary

We are hiring L1 Service Desk Agents to provide first-line support to a large enterprise user base. Agents are

the voice of IT — answering calls, logging tickets, performing first-touch resolution, and ensuring a high-quality

user experience in both Arabic and English.

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.