Bilingual Arabic & English Call Center / Helpdesk Agent

About the role

We are looking for a customer‑focused Bilingual Arabic & English Call Center / Helpdesk Agent to deliver first‑level IT support. You will handle incidents, service requests, and user inquiries through phone, email, chatbot, and an ITSM ticketing system while ensuring SLA compliance and a high‑quality user experience.

Key responsibilities

• Provide Level 1 support via phone, email, chatbot, and ITSM ticketing system.
• Log, categorize, prioritize, and assign incidents and service requests.
• Perform initial troubleshooting, diagnose issues, and follow ITIL Incident Management processes.
• Escalate unresolved or major incidents to Level 2 teams and keep users informed of status.
• Maintain accurate ticket documentation and contribute to knowledge‑base articles.
• Identify recurring problems, report trends, and suggest process improvements.

Required profile

• Diploma or Bachelor’s degree in Computer Science, IT, IS, Business Administration, Engineering or related field.
• 2–5 years of experience in IT Helpdesk, Service Desk, Call Center or technical customer support.
• Experience with ITSM ticketing tools; banking or enterprise IT support is a plus.
• Fluent in both Arabic and English with strong communication skills.

Required skills

• Proficiency with ITSM ticketing tools.
• Knowledge of ITIL Incident Management processes.