IT Helpdesk Agent

Description

Summary: Seeking an IT Service Management specialist to deliver localized support, manage incidents, and administer ITSM platforms according to ITIL best practices. Highlights: 1. Deliver localized IT Service Management support across assigned premises 2. Administer and support Motadata ServiceOps platform 3. Perform advanced troubleshooting and root cause analysis **Key Responsibilities** \- * Deliver localized IT Service Management (ITSM) support across all assigned premises. * Provide service coverage and operational support for up to 2,500 active users. * Manage an average daily workload of approximately 100 incidents, service requests, and user interactions. * Administer and support the Motadata ServiceOps platform, including: * Incident Management * Service Request Management * Problem Management * Knowledge Management * Asset Management * Ensure complete ticket lifecycle management, including logging, categorization, prioritization, assignment, escalation, resolution, closure, and reporting. * Provide centralized IT support through approved channels such as telephone, email, self\-service portal, and ITSM platforms. * Perform advanced troubleshooting, diagnostics, root cause analysis, and resolution of technical incidents in line with ITIL best practices. * Maintain accurate records of service requests, incidents, knowledge articles, and IT assets within the ITSM platform. * Monitor and ensure compliance with service level agreements (SLAs) and operational KPIs. * Prepare and submit daily operational reports covering ticket volumes, resolution status, SLA performance, backlog, and pending activities. * Identify recurring issues and contribute to continuous service improvement initiatives. * Collaborate with internal IT teams and vendors to ensure timely resolution of escalated issues. **Qualifications \& Experience** * Bachelor's degree in Information Technology, Computer Science, or a related field. * 2\+ years of experience in IT Service Desk, IT Operations, or ITSM environments. * Hands\-on experience with ITSM tools, preferably Motadata ServiceOps. * Strong understanding of ITIL service management processes. * Experience supporting large user environments and handling high\-volume ticket operations. * Fluent in English \& Arabic Pay: BD600\.000 \- BD700\.000 per month Work Location: In person