Service Desk Agent

Role Summary

We are hiring L1 Service Desk Agents to provide first-line support to a large enterprise user base. Agents are

the voice of IT — answering calls, logging tickets, performing first-touch resolution, and ensuring a high-quality

user experience in both Arabic and English.

Key Responsibilities

- Answer inbound calls, chats, and emails from end users; log every contact in the ITSM tool.

- Perform first-call resolution for password resets, account unlocks, basic application issues, and common

how-to queries.

- Triage and route tickets to L2/L3 teams when first-call resolution is not possible.

- Maintain ticket quality: complete categorisation, clear notes, accurate priority.

- Meet First-Call-Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT) targets.

- Contribute updates to the knowledge base for recurring issues.

Required Q...