Job Description
Role Summary
We are hiring L1 Service Desk Agents to provide first-line support to a large enterprise user base. Agents are
the voice of IT — answering calls, logging tickets, performing first-touch resolution, and ensuring a high-quality
user experience in both Arabic and English.
Key Responsibilities
- Answer inbound calls, chats, and emails from end users; log every contact in the ITSM tool.
- Perform first-call resolution for password resets, account unlocks, basic application issues, and common
how-to queries.
- Triage and route tickets to L2/L3 teams when first-call resolution is not possible.
- Maintain ticket quality: complete categorisation, clear notes, accurate priority.
- Meet First-Call-Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT) targets.
- Contribute updates to the knowledge base for recurring issues.
Required Q...
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