Support Team

Support Team Coordinator (Helpdesk)

Responsibilities

Daily reports of tickets and tasks sorted by status
Escalate whenever SLAs are about to breach, proactive escalation mechanism is expected to be an individual initiative and automated through JIRA
Handling JIRA helpdesk responses and assignments
Follow up the full ticket lifecycle from the request registration, to troubleshoot and RCA, to assignment and escalation to P* and closure + confirmation of customers
Follow the assigned tickets, from the early stages of troubleshooting, until it’s handed over to the developer, till it’s fixed and confirmed by the client.
Perfect oral and written communication skills in English and Arabic
Coordinate the team’s requests and assignment of the tasks with full coordination with the team’s leader and members

Qualifications and Experience

Undergraduate Degree (Preferred fields include Business, Computer Science, IT/ IS, or Engineering (or equivalent combination education or experience))
At least 2 years’ experience in a technical Support Coordination role in the software industry, ideally for content services, BPMS, and digital transformation company or a similar role
Basic Technical knowledge in Sharepoint, SQL, and Content Services industry
Good organization and prioritization skills
An ability and drive to work independently and as a team contributor
Excellent communication skills able to get message understood and understand the intent from a wide range of stakeholders (from C-level to users potentially)
ITIL, Sharepoint, and SQL certifications are nice to have
Focus on customers
Experience in working in a complex environment with multiple partners through the change & release processes.
Language skills (English and Arabic).

Additional Information