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Diyar United Company

مسقط / Global

Helpdesk agents

  • ر.ع.‏7800 OMR Per annum

Job Summary

Salary Range:
ر.ع.‏7800 OMR Per annum
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Job Description

Responsibilities Handle inbound and outbound customer calls Respond to customer emails and approved digital channels Identify and understand customer issues Perform first-level troubleshooting Create and update incidents service requests in BMC Helix Categorize and prioritize tickets correctly Follow approved troubleshooting procedures and knowledge articles Escalate unresolved issues to appropriate support groups Maintain accurate ticket documentation Follow call scripts and security procedures Meet individual and team SLA KPI targets Maintain professional customer communication Participate in training quality monitoring and knowledge sessions Support shift operations including 8x5 16x5 and 24x7 coverage as required Requirements Education: Diploma or bachelor's degree preferred; IT, Computer Science, Business, Communications, or related field Experience: 1-2 years minimum in Helpdesk, Call Center, Customer Service or Technical Support English: Good written and spoken English Arabic: Excellent Arabic communication - essential for end-user support Computer Skills: Strong Windows, MS Office, browser, and general troubleshooting skills Customer Service: Strong customer-facing and telephone etiquette ITSM: Basic understanding of Incident, Request, SLA, and Escalation concepts Ticketing: Experience with ITSM/ticketing systems preferred Typing: Good typing speed and accurate data entry Shift Work: Must be willing to work 8x5, 16x5 and eventually 24x7 shifts Security: Able to follow confidentiality, access-control, and information-security procedures

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