Senior Helpdesk Officer

🕒 September 14

🇪🇬 Egypt – Remote

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 10%

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Naseej

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

Enterprise • SaaS • Artificial Intelligence

Naseej is a regional digital transformation company that builds cloud platforms and delivers services to help organizations modernize their operations, manage knowledge, and enable learning. Founded in 1989 and operating across the MENA region, it provides AI-enabled smart services, cloud-based platforms (SaaS), and consulting to enterprise clients, focusing on improving productivity, innovation, and digital services for public and private sector customers.

📋 Description

• Classify client support cases by category, priority, and impact for accurate routing and timely handling • Investigate, troubleshoot, and resolve complex application incidents and service requests within agreed service levels • Supervise Helpdesk Agents, including workload coordination, case allocation, service-quality monitoring, and performance feedback • Provide technical guidance, coaching, and knowledge sharing on complex cases and support procedures • Monitor cases against service-level targets and proactively escalate potential SLA breaches • Identify improvements to helpdesk processes, workflows, knowledge resources, and service quality • Verify client support entitlement and applicable service levels • Analyze helpdesk performance data and provide service-improvement insights and recommendations • Review support cases for completeness, classification, documentation quality, and procedural compliance

🎯 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

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