Helpdesk Officer

4 months ago

المملكة العربية السعودية, Saudi Arabia ABANA Enterprises Group Co. Full time

ABANA Enterprises Group Co. is hiring a Helpdesk Officer in the banking industry. This role involves providing technical support and assistance, collaborating with the helpdesk team to troubleshoot problems, escalate tickets, and resolve technical issues promptly.

**Responsibilities**:
**Position Summary/Objective**:
**Duties/Performance Responsibilities/Essential Functions**:

- To maintain a high degree of customer service for all support queries and adhere to all service management principles.
- To take the ownership of machine problems and proactive when dealing with user issues.
- Promptly respond to enquiries from customers/end users and help them resolve hardware and software problems of the machines including but not limited to TMS and SAMA related configurations.
- Maintain an accurate, complete and updated log of any software or hardware problems reported by the customers.
- Support end users in the use of our products/machine by providing necessary training and advice over the phone.
- To allocate more complex calls to relevant Technical Support member and arrange for external technical support where problems cannot be resolved in house (via phone).
- Interacts with Field personnel to resolve trouble issues and ensure closing out of trouble tickets assigned on timely manner.
- Promptly update the database of the status of service calls trouble tickets and escalated to concerned person should the situation call for it.
- Communicates with external clients in a professional manner maintaining confidentiality.
- Maintain an excellent telephone manner and observe telephone protocol when dealing with customer.

**Requirements**:

- Bachelor's degree.
- Previous experience in a helpdesk or customer support role
- Excellent communication and customer service skills
- Experience with ticketing systems is a plus
- Professional proficiency level in English

**Experience**:
Minimum 0-2 years of working experience in related field.

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