Sr. Helpdesk Analyst

Job Title: Senior Helpdesk Analyst

Department: Technical Services
Location: Kuwait, Full-time onsite

Role Overview

As a Senior Helpdesk Analyst, you will play a key role in ensuring the smooth handling of customer support requests and incident reports. You will be responsible for analyzing and assessing incoming tickets, assigning them to the right technical engineers, and maintaining continuous communication between customers and the technical team. You will also ensure that all requests are properly logged and tracked in Zoho Desk, in line with defined SLAs and the Company’s service quality standards.

Key Responsibilities

• Analyze, categorize, and prioritize all incoming incidents and service requests from customers.
• Create and manage tickets in Zoho Desk, ensuring all details are accurately recorded.
• Assign requests to the appropriate technical engineers or service teams based on expertise and workload.
• Liaise between customers and technical engineers to ensure effective communication and timely updates.
• Track ticket progress and ensure all cases are handled within SLA timelines.
• Escalate unresolved or high-priority issues to the Technical Manager as necessary.
• Generate regular reports on helpdesk performance, open tickets, and response metrics.
• Identify common or recurring issues and suggest improvements to processes or documentation.
• Maintain and update internal knowledge base and procedural documents.
• Support the coordination of internal projects or PoCs as required by the Technical Manager.

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• 3–5 years of experience in IT Helpdesk or Service Operations.
• Strong understanding of IT service management (ITSM) frameworks and best practices.
• Hands-on experience with Zoho Desk or similar ITSM/ticketing tools (e.g., ServiceDesk Plus, Jira, Freshservice).
• Excellent communication, coordination, and multitasking skills.
• Strong analytical and problem-solving capabilities.
• Proficiency in written and spoken English; Arabic knowledge is a plus.
• ITIL Foundation certification is an advantage.

Personal Attributes

• Customer-focused with a proactive attitude and strong sense of ownership.
• Highly organized, detail-oriented, and capable of managing multiple priorities.
• Effective communicator with strong interpersonal skills.
• Collaborative and able to work seamlessly within a dynamic technical team environment.

Job Type: Full-time