Helpdesk Support Executive (Jordan-Based)

As a Helpdesk Support Executive, you will serve as the primary point of contact between business users and technical support teams. Your role involves delivering effective helpdesk support, ensuring timely resolution of issues and service requests through troubleshooting and appropriate escalation.

Key Objectives

• Enhance the overall user experience by promptly addressing and resolving complaints and queries, understanding user needs, and delivering suitable solutions to ensure satisfaction.
• Diagnose technical problems encountered by business users and escalate complex issues to the technical support teams for further action.
• Communicate user concerns, requirements, and feedback clearly to the support teams.

Responsibilities

User & Technical Support

• Provide continuous support and communication to users through multiple channels including phone, email, chat, SMS, and monitoring alerts.
• Respond efficiently and accurately to user inquiries, resolving issues at the first level when possible or escalating them to the appropriate team as needed.
• Conduct remote troubleshooting using diagnostic techniques as the first level of support.
• Deliver precise information regarding IT products and services.

Issue Monitoring

• Monitor progress and follow up with technical teams until issues are resolved and service requests are completed.
• Maintain communication with stakeholders, providing regular updates on reported issues.
• Manage Incidents, Problems, Changes, and Service Requests according to established processes.
• Relay user feedback and suggestions to relevant internal teams.
• Monitor alerts generated by the system and escalate to higher-level support when necessary.
• Ensure adherence to service level agreements (SLAs), and take corrective actions when delays are identified.

Documentation & Reporting

• Prepare and submit reports such as monthly summaries, incident logs, custom and ad hoc reports to the Helpdesk Team Leader or Management.
• Log all issues and resolutions accurately in the centralized Service Portal.
• Categorize and prioritize issues based on impact and urgency in line with ITIL best practices.

Qualifications

Education

• Bachelors degree in information systems, Computer Science, Programming, or a related field.

Certifications

• ITIL Foundation Certification is preferred.
• Familiarity with ITIL methodologies is an advantage.

Experience

• Open to fresh graduates or those with 03 years of experience in helpdesk or user support.
• Previous experience with IT Service Management tools and support processes is a plus.

Work Requirements

• Flexibility to work in shifts, including weekends and public holidays, as per a rotating schedule.
• Must be available to provide 24/7 support coverage and fill in during team absences when needed.

Skills & Competencies

• Strong service orientation with the ability to manage challenging interactions professionally.
• Positive, empathetic, and detail-oriented mindset.
• Problem-solving and analytical thinking abilities.
• Excellent communication and relationship-building skills with both users and internal teams.
• Capability to set realistic timelines for resolution, follow up on issues, and ensure successful closure.
• Solid understanding of computer systems, mobile devices, and related technologies.

Technical Skills:

• Solid understanding of computer systems, mobile devices, and related technologies.

Familiarity with tools such as:

• Freshservice / Jira Service Management / Zendesk
• PRTG / Zabbix / Nagios
• Microsoft Teams / Slack
• Remote support tools and monitoring platforms