Senior Helpdesk Officer

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Categorize client support cases by their category, priority, and impact to ensure accurate routing and prompt resolution.

• Investigate, troubleshoot, and resolve intricate application incidents and service requests within established service levels.

• Oversee Helpdesk Agents, including workload management, case distribution, service quality monitoring, and performance evaluations.

• Deliver technical guidance, coaching, and knowledge sharing on complex cases and support procedures.

• Track cases against service-level objectives and proactively escalate any potential SLA violations.

• Identify enhancements to helpdesk processes, workflows, knowledge resources, and overall service quality.

• Confirm client support eligibility and the corresponding service levels.

• Analyze helpdesk performance metrics and offer insights and recommendations for service improvement.

• Review support cases for thoroughness, classification, documentation quality, and adherence to procedures.

⛳️ Requirements

• Bachelor’s degree in IT, Computer Science, MIS, or a related discipline.

• ITIL or Application Support certification is required.

• A minimum of 5 years of experience in application support and incident management.

• Strong practical experience in managing application issues throughout the incident/service lifecycle.

• Familiarity with TMS, LMS, SIS, or Library Management Systems is desirable.

🏝️ Benefits

• Comprehensive health insurance plans.

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and training.

• Flexible working hours and remote work options.