Helpdesk Support ( Tamheer )

Naseej; Riyadh; On-site; SAR 22,000 - 36,000; Full time

Benefits offered by this job

Tamheer program eligibility

Job summary

Naseej is seeking a Helpdesk Support Trainee in Riyadh to provide first-line application support for Naseej customers and internal users. You will classify, manage, and resolve tickets, document actions, and escalate when needed, while maintaining professional communication and SLA compliance.

The role requires a diploma in IT or a related field, strong Arabic and English communication, and solid problem-solving and customer service skills. Eligible for Tamheer program, and based in Riyadh.

Qualifications

• Diploma in Information Technology, Computer Science, Information Systems, Software Engineering, or a related field.
• Good Arabic and English communication skills.
• Strong problem-solving and customer service skills.
• Ability to work effectively within SLA and Helpdesk procedures.

Responsibilities

• Receive, classify, and manage application-support tickets accurately.
• Resolve common and documented user issues independently.
• Document ticket activities and resolutions according to Helpdesk standards.
• Escalate unresolved cases with complete and accurate technical information.
• Communicate professionally with customers and internal support teams.
• Follow approved SLA requirements and ticket lifecycle procedures.
• Develop a good understanding of the primary functions of supported Naseej products.

Skills

Communication skills

Problem-solving

Customer service

Education

Diploma in IT / related field

Job description

Company Description

Naseej is a leading technology company committed to harnessing the power of digital transformation in learning & knowledge management by enabling our customers to provide rich experiences for their users and adapt to a dynamic technology landscape while reducing their technical burden enabling them to focus on achieving their strategic objectives. And for almost 36 years, Naseej with its branches all over the MENA region had made many contributions to be one of the market leaders in the fields of E-Learning, Edu-Tech & Digital transformation. Naseej website: https://www.naseej.com/

https://www.naseej.com/

Job Summary

The Helpdesk Support Trainee will provide first-line application support to Naseej customers and internal users, ensuring support requests are accurately handled, documented, and escalated when required.

Key Responsibilities

• Receive, classify, and manage application-support tickets accurately.
• Resolve common and documented user issues independently.
• Document ticket activities and resolutions according to Helpdesk standards.
• Escalate unresolved cases with complete and accurate technical information.
• Communicate professionally with customers and internal support teams.
• Follow approved SLA requirements and ticket lifecycle procedures.
• Develop a good understanding of the primary functions of supported Naseej products.

Requirements

• Diploma in Information Technology, Computer Science, Information Systems, Software Engineering, or a related field.
• Good Arabic and English communication skills.
• Strong problem-solving and customer service skills.
• Ability to work effectively within SLA and Helpdesk support procedures.
• Eligible for Tamheer program.