Helpdesk Operator

Key Responsibilities

The day-to-day duties typically include:

• First-Line Support: Acting as the first point of contact for users via phone, email, chat, or in person.
• Issue Triage: Logging, categorizing, and prioritizing all incoming support requests in a ticketing system (e.g., Jira, ServiceNow, Zendesk).
• Escalation: Routing unresolved issues to the appropriate second- or third-level support teams (e.g., network engineers, system administrators) with detailed notes.
• Communication: Keeping users informed about the progress of their tickets and following up after resolution to ensure satisfaction.
• Documentation: Creating and updating knowledge base articles, FAQs, and user guides for common problems.
• Basic Administration: Performing routine system maintenance tasks, such as user account creation/deactivation and software license management.

Essential Skills and Qualifications

Technical Skills (Hard Skills)

• Operating Systems: Strong knowledge of Windows (and often macOS).
• Software Proficiency: Familiarity with Microsoft 365 Suite (Word, Excel, Outlook) and other common business applications.
• Hardware Knowledge: Understanding of basic computer components (laptops, desktops, printers, peripherals).
• Ticketing Systems: Experience with or ability to quickly learn helpdesk software.
• Remote Support Tools: Proficiency with tools like TeamViewer, Remote Desktop Connection, or LogMeIn.

Interpersonal Skills (Soft Skills)

• Patience and Empathy: The ability to stay calm and understanding with frustrated or non-technical users is paramount.
• Communication Skills: Excellent verbal and written communication to explain technical concepts in simple, clear terms.
• Problem-Solving: A logical and methodical approach to diagnosing and solving problems.
• Active Listening: Truly hearing what the user is describing to understand the root cause of the issue.
• Time Management: The ability to handle multiple tickets and prioritize effectively in a fast-paced environment.
• Customer Service: A genuine desire to help people and provide a positive experience.

Job Types: Full-time, Permanent

Pay: Up to QAR3,500.00 per month