End User Representative

Info Resume Edge - GCC; Sharjah; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading company in the UAE is seeking an End User Representative to act as a liaison between users and internal support teams. The role involves addressing user issues, ensuring satisfaction, and participating in the rollout of new technologies. Ideal candidates will have a strong customer service background, technical aptitude, and excellent communication skills.

Qualifications

• 13 years of experience in customer service, helpdesk, or end-user support roles.
• Strong verbal and written communication skills.
• Ability to multitask and manage time effectively.

Responsibilities

• Act as the primary liaison between end users and IT or service departments.
• Receive, document, and triage service requests or incidents.
• Gather feedback from end users on system usability and satisfaction.

Skills

Communication

Problem-solving

Customer-oriented mindset

Technical aptitude

Education

Bachelors degree in Information Technology, Communications, Business, or related field

Tools

ServiceNow

Zendesk

Jira

Job description

The End User Representative serves as the primary point of contact between end users and internal support teams. This role ensures that user issues, requests, and feedback are effectively communicated and resolved in a timely manner. The ideal candidate is customer-focused, tech-savvy, and an excellent communicator.

Key Responsibilities:

• Act as the primary liaison between end users and IT or service departments.
• Receive, document, and triage service requests or incidents reported by users.
• Communicate technical solutions and updates to non-technical users clearly and professionally.
• Escalate complex issues to appropriate support teams and follow up to ensure resolution.
• Gather feedback from end users on system usability, functionality, and satisfaction.
• Participate in the rollout of new tools, technologies, or updates by providing user training or support.
• Maintain accurate records of issues, resolutions, and user feedback in the ticketing system.
• Help develop user support documentation, FAQs, and how-to guides.
• Ensure high levels of user satisfaction by advocating for user needs internally.
  
  
  

Required Qualifications:

• Bachelors degree in Information Technology, Communications, Business, or a related field (or equivalent experience).
• 13 years of experience in customer service, helpdesk, or end-user support roles.
• Strong verbal and written communication skills.
• Proficient in using ticketing systems (e.g., ServiceNow, Zendesk, Jira).
• Basic understanding of IT infrastructure, software, and hardware.
• Customer-oriented mindset with a focus on problem-solving.
• Ability to multitask and manage time effectively in a fast-paced environment.
  
  
  

Preferred Qualifications:

• Experience in a corporate IT support environment.
• Familiarity with ITIL or other IT service management frameworks.
• Basic knowledge of remote support tools, Microsoft Office 365, and enterprise systems.
• Fluency in multiple languages is a plus.
  
  
  

Key Competencies:

• Empathy and active listening
• Problem-solving and analytical thinking
• Technical aptitude
• Team collaboration
• Adaptability
• Time management