Helpdesk Analys
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Key skills for this role
Role Overview
Provide remote technical and customer support to internal and external users.
This is a part-time Helpdesk Analyst role involving support requests, incident diagnosis, user guidance, and escalation of complex issues.
Key Skills for This Role
Full Job Posting
Role Description
Provide remote technical and customer support to internal and external users.
This is a part-time Helpdesk Analyst role involving support requests, incident diagnosis, user guidance, and escalation of complex issues.
Core Responsibilities
- Respond to support requests through phone, email, and ticketing systems.
- Handle incidents involving desktop computers, software applications, and basic network connectivity.
- Log and track tickets and maintain accurate issue and resolution documentation.
- Follow established support procedures and service level expectations.
- Contribute to knowledge base articles and identify recurring problems.
- Collaborate with team members to improve service quality.
Qualifications
- Strong technical support and help desk support skills with experience handling user inquiries and incident resolution.
- Proficiency in troubleshooting desktop computers, including basic hardware, operating systems, and common office applications.
- Demonstrated customer support abilities with clear and empathetic communication.
- Ability to work remotely on a part-time basis with minimal supervision.
- Familiarity with ticketing systems and IT support documentation practices.
- Basic networking knowledge is advantageous.
- Relevant certification such as CompTIA A+, ITIL Foundation, or an equivalent is preferred but not required.
- English and Arabic proficiency is highly beneficial for written and verbal communication.
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