IT Help Desk (Application Support)

1.

User Support & CommunicationReceive inquiries, complaints, and technical issues via phone, email, WhatsApp, or ticketing system.Provide first-level troubleshooting and guidance to users.Assist users with account access, and general app navigation.Ensure professional and timely responses to all users.

2.

Issue Logging & DocumentationRecord all cases accurately in the help desk/ticketing system.Classify issues by priority and impact level.Maintain proper documentation of recurring issues and resolutions.

3.

Technical Troubleshooting (Level 1 Support)Identify whether the issue is user-related, operational, or technical.Resolve basic issues such as:Login errorsOTP problemsMinor booking adjustmentsProfile updatesEscalate complex technical bugs to the App Development Company.

4.

Escalation & Vendor CoordinationPrepare clear technical reports for escalated issues.Communicate with the App Development Company regarding system bugs or required fixes.Follow up regularly until resolution is implemented.Test and confirm fixes before closing tickets.

5.

Monitoring & ReportingMonitor application performance and recurring system issues.Provide weekly/monthly reports on:Number of tickets receivedIssue categoriesResolution timePending escalationsSuggest improvements to enhance user experience.

6.

Quality & ComplianceEnsure data confidentiality and compliance with company privacy policies.Maintain service-level agreements (SLAs) for response and resolution times.

7.

TrainingsProvide trainings for new users on how to use the app and document these trainings to be used later

Bachelor’s degree in IT, Computer Science, or related field is a must1–3 years of experience in Help Desk / Technical Support / Customer Support is a mustExperience supporting mobile applications is a must.Familiarity with ticketing systems Basic understanding of mobile app functionality and troubleshooting.Strong communication skills in Arabic and English.

Required SkillsStrong problem-solving abilityClear written and verbal communicationAbility to handle pressure and urgent issuesAttention to detailVendor coordination skillsBasic technical understanding (APIs, app bugs, system updates – advantage)