Helpdesk Specialist - 24x7 Customer Support

Diyar United Company

Muscat

On-site

OMR 3,300 - 7,800

Full time

14 days+

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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.