Help Desk Representative (Bilingual Arabic & English)

Overview

We are looking for a dedicated and customer-oriented Help Desk Representative fluent in both Arabic and English to join our team in Doha, Qatar. The role involves delivering frontline support to users through various channels including phone, email, chatbot, and ITSM ticketing systems. The candidate will manage incidents, handle service requests, respond to user queries, and conduct basic troubleshooting while adhering to Service Level Agreements (SLAs) and ITIL standards.

Key Responsibilities

• Deliver Level 1 customer assistance across phone, email, chatbot, and ITSM platforms.
• Address customer inquiries promptly and professionally, resolving initial incidents and requests.
• Escalate unresolved issues to secondary support tiers as needed.
• Log, categorize, prioritize, and assign incidents efficiently.
• Track progress of tickets to completion and ensure SLA compliance.
• Follow ITIL Incident Management protocols and support request fulfillment.
• Conduct initial diagnosis and troubleshooting; escalate critical incidents appropriately.
• Maintain clear and ongoing communication with users and support teams throughout ticket lifecycle.
• Document all incidents, solutions, and troubleshooting efforts thoroughly to contribute to the knowledge base.
• Identify patterns in recurring issues and suggest process enhancements to improve support quality.
• Engage in training and quality assurance initiatives aimed at continual service improvement.

Qualifications and Experience

• Diploma or Bachelor's degree in Computer Science, IT, Information Systems, Business Administration, Engineering, or related fields.
• 2 to 5 years of experience in IT Helpdesk, Service Desk, Call Center, Customer Support, or Technical Support roles.
• Proficiency in ITSM ticketing systems.
• Experience in banking or enterprise IT support is an advantage.