End User Representative

Info Resume Edge; Sharjah; On-site; AED 50,000 - 70,000; Full time

Job summary

A technology support company based in the United Arab Emirates is looking for an End User Representative. This role involves acting as the primary liaison between end users and IT departments, ensuring user requests and feedback are efficiently communicated. Candidates should have a Bachelor's degree in a related field and at least 3 years of experience in customer service or support. Strong communication skills and proficiency in ticketing systems like ServiceNow, Zendesk, or Jira are essential.

Qualifications

• 3+ years of experience in customer service or end-user support roles.
• Proficient in using ticketing systems.
• Basic understanding of IT infrastructure and software.

Responsibilities

• Act as the point of contact between end users and IT departments.
• Triage service requests or incidents reported by users.
• Communicate technical solutions to non-technical users.

Skills

Customer-focused mindset

Strong verbal and written communication

Problem-solving

Technical aptitude

Multitasking

Education

Bachelor's degree in IT, 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 customerfocused techsavvy 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 nontechnical 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 howto 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 enduser 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.
• Customeroriented mindset with a focus on problemsolving.
• Ability to multitask and manage time effectively in a fastpaced 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
• Problemsolving and analytical thinking
• Technical aptitude
• Team collaboration
• Adaptability
• Time management