Senior Helpdesk Officer

Company Description:

Naseej is a leading technology company committed to harnessing the power of digital transformation in learning & knowledge management by enabling our customers to provide rich experiences for their users and adapt to a dynamic technology landscape while reducing their technical burden enabling them to focus on achieving their strategic objectives. And for almost 36 years, Naseej with its branches all over the MENA region had made many contributions to be one of the market leaders in the fields of E-Learning, Edu-Tech & Digital transformation. Naseej website: https://www.naseej.com/

Job Summary:

The Senior Helpdesk Officer provides technical and application support, handling complex incidents and escalations to ensure timely resolution within agreed service levels. The role also supports issue analysis, knowledge management, service performance monitoring, and continuous improvement of support processes and customer experience.

Key Responsibilities:

• Classify client support cases by category, priority, and impact to ensure accurate routing and timely handling.

• Investigate, troubleshoot, and resolve complex application incidents and service requests within the assigned support scope, applying appropriate diagnostic techniques and available knowledge resources to restore service within agreed service levels.

• Supervise the day-to-day activities of Helpdesk Agents, including workload coordination, case allocation, service-quality monitoring, and performance feedback, while providing technical guidance, coaching, and knowledge sharing on complex cases and support procedures, and ensuring adherence to established support procedures and service-level requirements.

• Monitor assigned cases against applicable service-level targets, identify potential SLA breaches, and proactively escalate risks to the Service Manager and relevant delivery teams.

• Identify opportunities to improve helpdesk processes, workflows, knowledge resources, and service quality based on incident trends, customer feedback, and operational data, and recommend appropriate improvements to the Service Manager.

• Verify client support entitlement and applicable service levels using approved contractual and service information, escalating exceptions or unclear contractual requirements to the Service Manager.

• Analyze helpdesk performance data, including case volumes, response and resolution times, SLA compliance, backlog, escalation patterns, recurring incidents, and customer trends, and provide insights and recommendations to support service improvement.

• Review support cases for completeness, accuracy, appropriate classification, documentation quality, and compliance with established support procedures, and provide feedback or recommendations where required.

• Monitor assigned cases against applicable service-level targets, identify potential SLA breaches, and proactively escalate risks to the Service Manager and relevant delivery teams.

• Identify opportunities to improve helpdesk processes, workflows, knowledge resources, and service quality based on incident trends, customer feedback, and operational data, and recommend appropriate improvements to the Service Manager.

• Verify client support entitlement and applicable service levels using approved contractual and service information, escalating exceptions or unclear contractual requirements to the Service Manager.

• Analyze helpdesk performance data, including case volumes, response and resolution times, SLA compliance, backlog, escalation patterns, recurring incidents, and customer trends, and provide insights and recommendations to support service improvement.

• Review support cases for completeness, accuracy, appropriate classification, documentation quality, and compliance with established support procedures, and provide feedback or recommendations where required.

Requirements:

• Bachelor’s degree in IT, Computer Science, MIS, or a related field.

• ITIL or Application Support certification is mandatory.

• Minimum 5 years of experience in application support and incident management.

• Strong hands-on experience in managing application issues throughout the incident/service lifecycle.

• Experience with TMS, LMS, SIS, or Library Management Systems is preferred.