Helpdesk Agents

Diyar United Company; Muscat; On-site; OMR 3,300 - 7,800; Full time

Job summary

Diyar United Company is seeking a Helpdesk/Customer Support Specialist to handle inbound and outbound calls, respond to emails and digital channels, and resolve end-user issues. You will perform first-level troubleshooting and create/update incidents in BMC Helix, ensuring accurate ticketing and adherence to ITSM processes.

The role requires 1–2 years of relevant experience, strong Arabic and English communication, and solid Windows/MS Office skills.

Qualifications

• Diploma or bachelor’s in IT, CS, business or communications.
• 1–2 years in Helpdesk, Call Center, Customer Service or Technical Support.
• Strong English communication, plus excellent Arabic communication for end-user support.
• Solid Windows, MS Office, browser and basic troubleshooting skills.
• Familiarity with ITSM concepts: Incident, Service Request, SLA and Escalation.

Responsibilities

• Handle inbound and outbound customer calls.
• Respond to customer emails and approved digital channels.
• Identify and understand customer issues and perform first-level troubleshooting.
• Create and update incidents/service requests in BMC Helix.
• Categorize and prioritize tickets; follow troubleshooting procedures.
• Escalate unresolved issues to appropriate support groups.
• Maintain accurate ticket documentation and follow call scripts.
• Meet individual and team SLA KPI targets; maintain professional communication.
• Participate in training, quality monitoring and knowledge sessions.
• Support shift operations including 8x5, 16x5 and 24x7 as required.

Skills

Windows

MS Office

Troubleshooting

Typing

Customer service

English communication

Arabic communication

ITSM basics

BMC Helix

Ticketing systems

Shift work

Education

Diploma

Bachelor's degree

Related field: IT/CS/Business/Comm

Tools

BMC Helix

ITSM ticketing systems

Job description

Responsibilities

• Handle inbound and outbound customer calls
• Respond to customer emails and approved digital channels
• Identify and understand customer issues
• Perform first-level troubleshooting
• Create and update incidents service requests in BMC Helix
• Categorize and prioritize tickets correctly
• Follow approved troubleshooting procedures and knowledge articles
• Escalate unresolved issues to appropriate support groups
• Maintain accurate ticket documentation
• Follow call scripts and security procedures
• Meet individual and team SLA KPI targets
• Maintain professional customer communication
• Participate in training quality monitoring and knowledge sessions
• Support shift operations including 8x5 16x5 and 24x7 coverage as required

Requirements

• Education: Diploma or bachelor's degree preferred; IT, Computer Science, Business, Communications, or related field
• Experience: 1-2 years minimum in Helpdesk, Call Center, Customer Service or Technical Support
• English: Good written and spoken English
• Arabic: Excellent Arabic communication - essential for end-user support
• Computer Skills: Strong Windows, MS Office, browser, and general troubleshooting skills
• Customer Service: Strong customer-facing and telephone etiquette
• ITSM: Basic understanding of Incident, Request, SLA, and Escalation concepts
• Ticketing: Experience with ITSM/ticketing systems preferred
• Typing: Good typing speed and accurate data entry
• Shift Work: Must be willing to work 8x5, 16x5 and eventually 24x7 shifts
• Security: Able to follow confidentiality, access-control, and information-security procedures