Senior Helpdesk Specialist

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🕒 April 14

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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

• Lead and oversee daily helpdesk operations, including ticket management, workload distribution, and team coordination to ensure uninterrupted support. • Serve as the primary escalation point for complex and high-priority incidents, ensuring timely resolution in line with SLAs. • Monitor and manage helpdesk performance metrics, including SLA adherence, resolution times, and service quality, driving continuous improvement. • Build and maintain strong client relationships, acting as the main point of contact and handling escalations and onboarding of new customers. • Train, mentor, and support helpdesk team members while maintaining knowledge base documentation and promoting knowledge sharing.

🎯 Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience). • 4–6 years of experience in helpdesk or technical support, preferably in a SaaS or enterprise software environment. • Proven experience handling escalations and acting in a senior or lead capacity within a helpdesk team. • Experience managing customer relationships and onboarding clients into a support function. • Prior experience mentoring or guiding team members. • Strong hands-on helpdesk experience across SaaS platforms and systems • Proficiency with helpdesk/ITSM tools • Understanding of cloud/SaaS support models, user management, and system configurations • Familiarity with ITIL framework — particularly incident, problem, and knowledge management

🏖️ Benefits

• Competitive salary • Flexible working hours • Professional development budget • Home office setup allowance • Global team events