IT Helpdesk Agent

A well-established Customer Care BPO company, operating in the Saudi Market since 2010, is seeking seeking a highly motivated and skilled IT Helpdesk Agent to join their talented team. This is an exciting opportunity to contribute to the success of our organization by providing exceptional IT support to our internal users.

**Responsibilities**:

- Provide first-level technical support to end-users, addressing hardware, software, and network-related issues promptly.
- Utilize remote assistance tools to troubleshoot and resolve issues efficiently.
- Log, track, and prioritize support requests using the company's ticketing system.
- Ensure timely resolution of open tickets and maintain accurate records of all interactions.
- Analyze and diagnose technical problems, guiding users through step-by-step solutions.
- Collaborate with other IT professionals to resolve complex issues.
- Deliver exceptional customer service by communicating technical information in a clear and user-friendly manner.
- Manage user expectations and provide regular updates on issue resolution progress.
- Create and update documentation for common technical issues, solutions, and FAQs.
- Contribute to the knowledge base to enhance team efficiency.
- Conduct training sessions for end-users on IT-related topics, best practices, and new technologies.
- Adhere to NCA & NDMO security protocols and educate users on security best practices.
- Report and address security incidents promptly.
- Work collaboratively with other IT team members and departments to ensure seamless IT operations.
- Participate in team meetings and share insights and knowledge.
- Stay current with industry trends and technologies, adapting to changes in the IT landscape.
- Continuously enhance technical skills through self-learning and training opportunities.

**Qualifications**:

- Bachelor's degree or Diploma in Computer Science, Information Technology, or related field, or equivalent work experience.
- Proven experience in a similar IT support role.
- Familiarity with desktop maintenance on both software and hardware sides.
- Proficient in troubleshooting Windows and/or Mac operating systems.
- Knowledge of networking concepts and protocols.
- Experience with CRM/ERP administration.
- Excellent communication and interpersonal skills.
- Strong problem-solving and critical-thinking abilities.
- Ability to work independently and collaboratively in a team environment.
- Relevant certifications, such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, etc.

**Salary**: ﷼2,000.00 - ﷼4,000.00 per month

Ability to commute/relocate:

- Riyadh: Reliably commute or planning to relocate before starting work (preferred)