Senior Helpdesk Officer
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Job Description
Senior Helpdesk Officer resolving complex application incidents for Naseej, a digital transformation and learning technology company. Supervising helpdesk agents and improving service performance.
Responsibilities:
- Classify client support cases by category, priority, and impact for accurate routing and timely handling
- Investigate, troubleshoot, and resolve complex application incidents and service requests within agreed service levels
- Supervise Helpdesk Agents, including workload coordination, case allocation, service-quality monitoring, and performance feedback
- Provide technical guidance, coaching, and knowledge sharing on complex cases and support procedures
- Monitor cases against service-level targets and proactively escalate potential SLA breaches
- Identify improvements to helpdesk processes, workflows, knowledge resources, and service quality
- Verify client support entitlement and applicable service levels
- Analyze helpdesk performance data and provide service-improvement insights and recommendations
- Review support cases for completeness, classification, documentation quality, and procedural compliance
Requirements:
- Bachelor’s degree in IT, Computer Science, MIS, or a related field
- ITIL or Application Support certification is mandatory
- Minimum 5 years of experience in application support and incident management
- Strong hands-on experience in managing application issues throughout the incident/service lifecycle
- Experience with TMS, LMS, SIS, or Library Management Systems is preferred
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