Job Description

Job Summary

Monitor and evaluate service desk interactions including calls, emails, chats, and tickets. Conduct quality audits and score agent performance against defined quality parameters. Ensure compliance with service desk processes, policies, and SLA requirements. Identify performance gaps and improvement opportunities. Provide constructive feedback, coaching, and recommendations to service desk agents. Analyze quality trends and prepare performance reports and dashboards. Work closely with Team Leads and Managers to improve service quality. Participate in calibration sessions to ensure consistent evaluation standards. Track customer satisfaction (CSAT) and quality metrics. Support training initiatives by identifying knowledge and skill gaps. Drive continual service improvement and best practice adoption. Maintain quality documentation, audit records, and compliance reports. Recommend process improvements to enhance customer experience and operational efficiency.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat, Ensuring Adherence To Agreed Sla For Ticket Resolution.
2. Uphold Quality Standards By Monitoring Voice And Accent, Ensuring Compliance With Regulatory Requirements And Company Policies In All Customer Interactions.
3. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution And Maintaining A Low Average Handling Time (Aht) While Minimizing Rejected Resolutions And Reopen Cases.
4. Maintain High Availability And Login Efficiency To Ensure Prompt Support For Customers, Contributing To Overall Service Excellence.
5. Update Work Logs Diligently And Follow Escalation Processes To Route Complex Problems To Appropriate Support Specialists Or Higher-Level It Support Teams As Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Initiatives To Enhance Professional Skills.

Skill Requirements

1. Proficient In Arabic And English, With Strong Verbal And Written Communication Skills.
2. Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Familiarity With Ticketing Systems And Service Desk Operations.
4. Good Problem-Solving Skills With A Focus On Customer Service.
5. Basic Knowledge Of Networking Concepts And Troubleshooting Methodologies.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Comptia A+ Certification (Optional But Valuable)