IT Help Desk Administrator

Position Overview

We are seeking responsible for overseeing help desk operations, including the full lifecycle of IT ticket management categorization, prioritization, assignment, and escalation—while ensuring timely resolution of technical issues. It also involves providing direct technical support to end-users to maintain high service standards and operational efficiency..

Key Responsibilities

· Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.

· Manage and prioritize the help desk queue by ensuring accurate ticket categorization, effective assignment to appropriate technicians, and prompt action in alignment with established Service Level Agreements (SLAs).

· Maintain a high level of customer satisfaction by proactively communicating status updates, managing follow-ups, and professionally addressing service complaints.

· Document all incidents, resolutions, and steps in the ticketing system to build a comprehensive knowledge base.

· Create and update technical documentation, FAQs, and end-user guides to promote self-service.

· Assist in inventory management of IT assets, including tracking procurement, deployment, and disposal of hardware and software licenses.

· Contribute to the continuous improvement of help desk processes, tools, and service delivery methods.

· Monitor Help Desk system performance and provide reports to management.

· Additionally:

o Install, configure, diagnose and/or resolve user-related hardware and software issues.

o Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency

Contract Terms

Location: Flexible (onsite/remote hybrid as per project needs).

Duration: 12 months (extendable).

Workload: Full-time, 5 days per week.

Job Type: Full-time

Experience:

• government : 4 years (Preferred)
• Help desk : 4 years (Preferred)
• IT Helpdesk: 4 years (Preferred)

Language:

• Are speak Arabic and English (Required)

License/Certification:

• driving License (Preferred)