Helpdesk Specialist

3 days ago

Muscat, Muscat, Oman Integrated Systems LLC Full time

Role Description:

The Customer Service Technical Advisor will be responsible for providing technical support and assistance to our clients. This includes receiving and handling user calls and inquiries related to technical services, providing first-level technical support, or escalating complex cases to the supervisor and specialized teams.

About the Position:

The Customer Service Technical Advisor will work closely with our IT teams to ensure business continuity and user satisfaction. This role requires excellent communication skills, technical knowledge, and problem-solving abilities.

Key Responsibilities:

  • Receive technical issue reports via phone calls, emails, and live chat.
  • Log all incidents and service requests into the ticketing system.
  • Provide basic troubleshooting for common IT problems (hardware, software, passwords, network).
  • Escalate unresolved or complex issues to the relevant IT teams or manager.
  • Follow up on open tickets and ensure timely closure after resolution.
  • Prepare regular reports on recurring issues and share them with the manager.
  • Adhere to IT security and data confidentiality policies.
  • Contribute to the development and maintenance of the IT knowledge base.

Requirements:

  • Fresh Graduate
  • Diploma or Bachelor's degree in Information Technology, Information Systems, or a related field.
  • Proficiency in using IT ticketing and helpdesk systems.
  • Strong communication skills in both Arabic and English (spoken and written).
  • Excellent interpersonal skills with the ability to support users of various technical backgrounds.

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