Helpdesk Support Specialist

2 weeks ago

Amman, Amman, Jordan beBeeSupport Full time
Helpdesk Support Specialist

We are seeking a skilled Helpdesk Support Specialist to join our team. As a primary point of contact for business users and technical support teams, you will be responsible for delivering effective helpdesk support, ensuring timely resolution of issues and service requests through troubleshooting and appropriate escalation.

This role involves providing continuous support and communication to users through multiple channels, including phone, email, chat, SMS, and monitoring alerts. You will need to respond efficiently and accurately to user inquiries, resolving issues at the first level when possible or escalating them to the appropriate team as needed.

You will also conduct remote troubleshooting using diagnostic techniques as the first level of support, deliver precise information regarding IT products and services, and maintain communication with stakeholders, providing regular updates on reported issues.

In addition, you will monitor progress and follow up with technical teams until issues are resolved and service requests are completed. You will manage Incidents, Problems, Changes, and Service Requests according to established processes, relay user feedback and suggestions to relevant internal teams, and monitor alerts generated by the system and escalate to higher-level support when necessary.

This is an excellent opportunity to utilize your technical skills and knowledge of IT systems, mobile devices, and related technologies. You will work collaboratively with internal teams to provide seamless support to our customers.

If you have a strong service orientation, problem-solving and analytical thinking abilities, excellent communication and relationship-building skills, and the capability to set realistic timelines for resolution, we encourage you to apply for this role.

Required Skills and Qualifications
  • Bachelor's degree in Information Systems, Computer Science, Programming, or a related field.
  • ITIL Foundation Certification is preferred.
  • Familiarity with ITIL methodologies is an advantage.

We offer a dynamic and supportive work environment, flexibility to work in shifts, including weekends and public holidays, and opportunities for professional growth and development.

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